Program Manager, Mission Critical Solutions

The AWS Sr. Program Manager (AWS Sr. PM) serves as one of the primary points of contact for the relationship with AWS and is responsible for ensuring customer satisfaction with the level of service and support they are receiving as well as recognizing and identifying opportunities for customer growth. The individual in this position oversees the contract management support team for AWS including any Contract Managers (CMs), CM Assistants and on-site administrative support. The AWS Sr. Program Manager is responsible for the team monitoring contract profitability and auditing the entire contract annually as well as ensuring all pertinent contract information is maintained. The AWS Sr. Program Manager must be committed and dedicated to excellent customer service, conduct themselves in a professional manner and possess the ability to resolve customer concerns under any circumstance.

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.
• 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.

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.

ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.

ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM.

ABM directs all applicants to apply at www.abm.com/careers. ABM does not accept unsolicited resumes or submissions outside of this portal. Applicants should submit their application by clicking Apply Now.

For more information, visit www.abm.com