On behalf of the operational directors, the program manager ensures that the right processes and service management practices are included in the organization's service management program. The program manager also makes sure that complementary and related processes are viewed in the context of the whole program so that they work well together, are effective during handoffs, and inform each other. 

The program manager's responsibilities include: 

• Oversee the program’s road map, maturity efforts, and strategic improvements
• Chair the IT Service Management Steering Committee
• Ensure that official processes become organizational practices 
• Evaluate and adjust program to ensure that it is providing value
• Support service owners and managers in meeting their service requirements
• Review and approve process and service changes