Sr. Program Manager – Systems Architecture & Demand Orchestration
About the Role
The Senior Principal – Systems Architecture & Demand Orchestration is responsible for designing and enabling the future state operating model and systems architecture that support largescale services delivery for enterprise clients.
This role focuses on program level system design, platform enablement, and operating model definition, rather than day to day service execution. The Senior Principal defines how maintenance and repair work—originating from systems such as CMMS, tooling, or client service requests—is translated into standardized demand signals, intelligently routed to qualified resources, and continuously optimized to improve uptime, safety, cost efficiency, and service quality.
Operating at the intersection of operations, technology, data, and product teams, this role plays a critical part in enabling services to scale across a highly distributed, multi‑vendor, and hybrid technician ecosystem without proportional increases in operational cost or complexity.
What You’ll Do
Systems & Operating Model Design
- Design the future state services operating platform, defining how maintenance and repair work orders are ingested, structured, prioritized, assigned, executed, and measured.
- Architect end to end service orchestration models supporting intake, triage, prioritization, assignment, execution tracking, and performance feedback.
- Define system rules, decision logic, and operating constraints that govern work assignment across internal technicians, external vendors, and crowd‑sourced resources.
- Ensure operating model design aligns with uptime requirements, safety standards, and compliance expectations.
Demand Signal Standardization & Routing Logic
- Establish mechanisms to convert work orders into consistent, structured demand signals suitable for automated routing and prioritization.
- Define matching logic that aligns work to resources based on skills, certifications, availability, proximity, safety performance, historical outcomes, and cost considerations.
- Enable intelligent routing, sequencing, and batching of work to improve technician utilization and reduce downtime.
- Support the development of feedback loops that refine routing and assignment logic over time.
Hybrid & Distributed Technician Network Enablement
- Design systems and processes that support a hybrid delivery model, including internal teams, third party providers, and crowdsourced technicians.
- Define scalable onboarding, qualification, credentialing, and performance feedback frameworks.
- Establish platform level guardrails that maintain service quality, safety, and compliance while enabling operational flexibility.
Unit Economics, ROI & Continuous Optimization
- Embed unit economics and ROI considerations into system design and decision logic.
- Define how tradeoffs between speed, cost, quality, and risk are evaluated within the operating platform.
- Enable performance measurement and feedback mechanisms that drive continuous improvement in cost per work order, response times, and execution quality.
Cross Functional Program & Architecture Leadership
- Partner with Operations, Product, Data, and Technology teams to translate system concepts into clear, buildable program requirements.
- Serve as a strategic program leader and architectural authority, ensuring solutions align with the intended operating model.
- Influence senior stakeholders by clearly communicating system design decisions, tradeoffs, and operational impacts.
- Contribute to the development of new platforms, standards, and operational frameworks supporting services at scale.
Measures of Success
- A documented and approved future state services operating model and system architecture.
- Standardized demand signal creation from work orders with reduced manual intervention.
- Measurable improvements in uptime, technician utilization, response times, and cost efficiency.
- A scalable delivery model that supports operations without degradation in safety, compliance, or service quality.
- Strong alignment across operations, technology, and leadership on how services are orchestrated endto end.