SENIOR PROGRAM MANAGER, PLATFORM DELIVERY

Overview:

The Senior Program Manager, Platform Delivery serves as the central delivery leader for the organization’s most strategic technology initiatives, accountable for the end-to-end execution of high-quality, scalable solutions that drive client satisfaction and measurable business outcomes. This role owns program execution, including scope governance, delivery planning, and timeline adherence, while supporting budget oversight as needed, ensuring alignment with business objectives, data integrity standards, and regulatory requirements.

Working in close partnership with senior leadership, product, and engineering teams, this individual translates strategic priorities into actionable plans and delivered outcomes. This role establishes the structure, processes, and discipline required to execute complex, cross-functional initiatives rather than defining product or platform direction.

The Senior Program Manager, Platform Delivery leads the delivery of complex, high-volume, transaction-oriented platforms and technology-enabled capabilities, including data, automation, and AI-related initiatives where applicable, ensuring seamless integration of technology, data, and processes. This individual proactively manages risks, dependencies, and stakeholder expectations in a fast-evolving, regulated environment, bringing clarity, accountability, and execution rigor across multiple concurrent initiatives.

Responsibilities:

*Program & Delivery Leadership*

• Lead end-to-end execution of complex, cross-functional programs, ensuring delivery aligns to defined scope, timelines, and business objectives.
• Translate strategic priorities and product direction into detailed execution plans, milestones, and coordinated delivery roadmaps.
• Operationalize program strategy by establishing governance structures, delivery processes, and execution frameworks that drive consistency and accountability.
• Proactively identify risks, dependencies, and bottlenecks; drive mitigation strategies and remove impediments to maintain delivery momentum.
• Coordinate cross-functional workstreams and external partners to maintain delivery alignment and momentum.

*Execution**Excellence & Process Optimization*

• Implement and evolve a scalable program management framework (Agile/hybrid) that supports implementation, go-live readiness, and rapid delivery while maintaining the rigor required for compliance, auditability, and high-quality system integration
• Identify and implement opportunities to leverage automation and emerging technologies, including AI where appropriate, to improve operational efficiency, workflow orchestration, and decision-making processes.
• Continuously drive process improvements to increase efficiency, quality, and speed of execution across initiatives.
• Lead program-level status reviews and post-implementation retrospectives to ensure continuous learning and improvement.

*Stakeholder & Cross-Functional Leadership*

• Partner with business leaders, product, engineering, and operations teams to ensure alignment on priorities, requirements, and delivery expectations.
• Build and maintain strong, trust-based relationships with senior stakeholders, influencing alignment and supporting effective decision-making.
• Communicate program goals, status, risks, and outcomes effectively to senior leadership and key stakeholders.
• Adapt communication and leadership style to effectively engage diverse teams and functions.

*Resource Planning & Delivery Support*

• Assess program needs and help coordinate the right skills and capacity across initiatives.
• Support coordination of internal and external resources to align with delivery priorities, timelines and quality expectations.
• Support budget tracking and flag risks or variances as needed.

*Implementation, Testing & Go-Live Readiness*

• Ensure alignment across teams for successful execution of User Acceptance Testing (UAT), validating that solutions meet business and operational requirements prior to deployment.
• Lead implementation planning, go-live coordination, release readiness activities, and post-launch stabilization, including alignment on documentation, training materials, and operational enablement.

*People Leadership & Team**Development*

• Mentor and develop project team members, fostering a high-performance culture and supporting career growth.
• Provide hands-on support where needed to ensure delivery success and team effectiveness.

Qualifications:

• Exceptional verbal and written communication skills, with the ability to clearly articulate complex technical, operational, and regulatory concepts to diverse audiences, including senior leadership.
• Demonstrated ability to handle sensitive and confidential information with discretion and sound judgment.
• Strong organizational and planning capabilities, with a proven ability to manage multiple complex programs, priorities, and deadlines simultaneously.
• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word), with the ability to produce executive-level reporting and presentations.
• Demonstrated expertise in project and program management methodologies (e.g., Agile, Scrum, Waterfall, or hybrid models), with a track record of delivering large-scale technology initiatives.
• 5+ years of relevant experience leading complex technology programs, including software development and system implementation, with experience in complex, high-volume, regulated environments that require strong data accuracy, auditability, and cross-functional coordination; experience supporting data-driven, automation, or AI-related initiatives is a plus. Financial services, fintech, or mortgage or mortgage servicing experience preferred.
• Bachelor’s degree from an accredited college or university in a relevant discipline (e.g., Business, Technology, Engineering) preferred; equivalent practical experience will be considered.

Certifications, Licenses, and/or Registration

• Project Management certification such as PMP (Project Management Professional), or equivalent preferred.
• Agile certifications (e.g., Certified Scrum Product Owner [CSPO], Certified ScrumMaster [CSM], SAFe) are helpful, particularly in environments leveraging hybrid delivery models.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

MSR Portfolio Services is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

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