Managed Services Program Manager

Overview In this role, you will lead proactive, cross-functional programs that align Imprivata solutions with customer priorities and reference architectures. You’ll orchestrate changes, expansions, and upgrades across internal teams and external stakeholders to deliver measurable outcomes for Managed Services customers. You’ll plan scope, timelines, and tasks, driving adoption and renewal opportunities while contributing to continuous process improvements. This hybrid role in Waltham, MA focuses on delivering secure, scalable outcomes for healthcare clients. ResponsibilitiesDevelop project plans, timelines and task coordination to enable successful Managed Services engagementsServe as primary program coordinator, ensuring clear communication and progress trackingMaintain customer program documentation (plans, milestones, risks, actions, status) in Imprivata systemsMonitor progress, identify risks/issues, coordinate with internal teams to keep initiatives on trackCollaborate with Managed Services engineers, Customer Success, Sales, Support, and cross-functional teams to drive outcomesSupport planning activities by coordinating technical initiatives and managing implementation timelinesHelp customers adopt Imprivata best practices and support subscription renewals through proactive program managementShare lessons learned and best practices to improve Managed Services processes and delivery Key requirementsBachelor's degree in Business, Computer Science, Engineering or related discipline6+ years in software with enterprise software implementations or custom systems4+ years in project, program, or portfolio managementPMI/Agile/related certifications a plusExperience with Imprivata products or certifications a plus3+ years serving healthcare customersExcellent verbal/written communication and leadership, organizational, and problem-solving skillsAbility to estimate, plan, and report on engagements; work under pressure and meet deadlinesSelf-motivated with a customer-service mindsetAbility to influence at operational and executive levelsExperience with CRM systems, especially Salesforce, a plusleadershipcommunicationproblem-solvingproject managementprogram managementchange management