IT Financial Management Manager

About the position

We are seeking a Senior Program Manager to join our team and lead initiatives focused on IT Financial Management (ITFM). In this role, you will oversee a team responsible for developing supplier invoices, customer agency chargeback invoices, resolving customer disputes, and customer forecasting to support chargeback rate development. This position also includes oversight of an advanced Technology Business Management practice, managing 8 service providers and 120+ chargeback customers. You will be responsible for ensuring ITFM service delivery in alignment with contract requirements, service level targets, key performance indicators, and the approved service management manual. This role involves regular interaction with customers at all levels, including CIO, COO, and CFO, to assess satisfaction and identify areas for continual service improvement. Additionally, you will evaluate and integrate new solutions to maintain up-to-date and cost-effective ITFM services.

Responsibilities

• Oversee a team responsible for developing supplier invoices and customer agency chargeback invoices.
• Resolve customer disputes and manage customer forecasting to support chargeback rate development.
• Ensure ITFM service delivery in alignment with contract requirements and service level targets.
• Interact regularly with customers at all levels, including CIO, COO, and CFO.
• Assess customer satisfaction and identify areas for continual service improvement.
• Evaluate and integrate new solutions for cost-effective ITFM services.

Requirements

• Bachelor's degree and 18+ years of relevant experience OR high school education and 22+ years of relevant experience.
• At least 7 years of management experience.
• Proven ability to successfully lead a team and work in a technical or business environment.
• Experience in a customer-facing role, including leading business meetings and maintaining strong customer relationships.
• Financial or IT experience with demonstrated success in meeting SLAs.
• Comfort in supporting a government customer environment.
• Strong understanding of IT Financial Management (ITFM), including chargeback models, SLA management, and billing processes.
• Skilled in evaluating SLA data and implementing analytics-driven process improvements.
• Ability to ensure seamless integration between ITFM solutions and other software applications.
• Knowledge of developing self-service knowledge-based articles (KBAs) and improving process navigation.
• Skilled in facilitating meetings and presenting to executive-level audiences.
• Strong communication and stakeholder management skills.

Nice-to-haves

• ITFM experience using tools like Digital Fuel or Apptio.
• Certification in Technology Business Management (TBM).
• Experience in IT Asset and Configuration Management processes and tools.
• Financial analysis experience, particularly in a government environment.