Program Manager Mission Critical

Description
Position Summary

ABM Mission Critical Solutions is seeking an experienced AWS Senior Program Manager to support one of the world's largest hyperscale data center customers. This role serves as a primary customer-facing leader responsible for ensuring exceptional service delivery, operational performance, contract governance, and customer satisfaction across a large portfolio of facilities services.

The AWS Senior Program Manager acts as a strategic partner to both the customer and internal operations teams, driving service excellence, contract profitability, continuous improvement, and growth opportunities. This position requires a strong understanding of HVAC and mechanical service operations, managed services delivery models, and multi-site facilities management.

The ideal candidate brings experience managing large-scale service programs, leading cross-functional teams, and building trusted relationships with enterprise customers in mission critical, data center, facilities management, mechanical services, or related environments.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2026 Employee Benefits | Staff & Management

 

Responsibilities
Key Responsibilities Customer Relationship Management

• Serve as a primary point of contact for AWS and maintain strong customer relationships across assigned accounts.
• Ensure customer satisfaction through proactive communication, issue resolution, and service excellence.
• Participate in customer meetings, business reviews, site visits, and strategic planning sessions.
• Identify opportunities to expand service offerings and strengthen customer partnerships.
• Escalate and coordinate resolution of operational or service-related concerns.

Program and Service Delivery Leadership

• Oversee the successful delivery of facility operations, maintenance, and managed service programs.
• Establish and monitor key performance indicators (KPIs) to drive service quality, responsiveness, and customer satisfaction.
• Ensure effective onboarding and implementation of new customer sites and service agreements.
• Lead contract governance activities, including audits, renewals, compliance reviews, and operational assessments.
• Support continuous improvement initiatives and share best practices across the organization.

Financial and Contract Management

• Monitor contract performance, profitability, and operational metrics.
• Partner with operations, finance, and sales teams to ensure accurate billing, invoicing, and financial reporting.
• Review subcontractor performance, work quality, and associated costs.
• Ensure contract documentation, service records, and customer information remain accurate and up to date.

Team Leadership

• Provide leadership and support to Contract Managers, Coordinators, and administrative support personnel.
• Establish performance expectations and accountability measures for team members.
• Participate in performance evaluations, coaching, development planning, and succession planning activities.
• Foster a culture of collaboration, customer focus, and operational excellence.

Qualifications

 

• High school diploma or equivalent required; bachelor's degree preferred.
• 10+ years of experience managing large, complex customer accounts and service programs.
• Experience supporting enterprise customers with annual contract portfolios exceeding $25 million.
• Strong knowledge of HVAC, mechanical, electrical, facilities management, or building systems operations.
• Experience within managed services, facility services, field service, or maintenance delivery environments.
• Proven ability to manage customer relationships, operational performance, and contract profitability.
• Experience leading cross-functional teams in a multi-site environment.
• Strong business, financial, and analytical acumen.
• Excellent communication, presentation, and customer-facing skills.
• Proficiency with CMMS platforms and Microsoft Office applications.

Preferred Qualifications

• Experience supporting hyperscale data center, mission critical, or cloud infrastructure customers.
• Knowledge of self-perform HVAC and mechanical service delivery models.
• Experience managing subcontractor networks and service provider relationships.
• Familiarity with facilities maintenance programs, preventive maintenance strategies, and service-level agreements (SLAs).
• Experience conducting executive business reviews and presenting performance metrics to senior stakeholders.