Global Program Manager
Global Program Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Are you a strategic leader with a passion for IT service delivery and program management We are seeking a Global Program Manager to oversee and drive the successful delivery of IT services within a customer program. This role is responsible for ensuring efficiency quality and alignment with business objectives while managing servicerelated processes stakeholder engagement and continuous improvement initiatives. If you have strong leadership skills and a background in IT service management wed love to hear from you!
This is a remote role based in the United States. Work hours are Monday Friday 8a5p Eastern Time. Our benefits include medical dental and vision insurance 401k with company match and PTO.
This position will include going onsite to locations that require U.S. Citizenship.
Key Responsibilities
- IT Service Delivery Management
- Oversee endtoend IT service delivery including order processing technical support system imaging and application installation.
- Ensure all services meet defined service level agreements (SLAs) and quality standards.
- Implement IT service management best practices to drive operational efficiency.
- Monitor service performance metrics and drive continuous improvement efforts.
- Stakeholder & Customer Engagement
- Act as the primary liaison between internal teams customers and external partners to align IT services with business needs.
- Ensure high levels of customer satisfaction by addressing issues collecting feedback and implementing service improvements.
- Develop and maintain strong relationships with key stakeholders to anticipate future service needs.
- Team Leadership & Development
- Lead and mentor IT service teams including support staff system administrators and technical specialists.
- Conduct performance reviews set team goals and provide continuous coaching and development opportunities.
- Ensure teams have the necessary training and tools to deliver highquality IT services.
- Incident & Problem Management
- Oversee the resolution of IT incidents and problems ensuring timely and effective responses.
- Develop and implement processes to reduce recurring issues and improve system reliability.
- Service Management Frameworks & Compliance
- Implement and maintain ITILbased frameworks for incident problem and change management.
- Ensure IT service operations comply with industry regulations organizational policies and security best practices.
- Demand Forecasting & Capacity Planning
- Collaborate with customers and internal teams to forecast demand using historical data and market trends.
- Align capacity planning inventory management and procurement strategies with expected service demand.
- Service Improvement & Innovation
- Continuously assess IT service performance to identify areas for optimization.
- Stay informed about emerging technologies and industry trends to enhance IT service offerings.
- Budget & Resource Management
- Develop and manage the IT services budget ensuring costeffective resource allocation.
- Optimize spending on personnel hardware and software to meet business needs.
- Vendor & Partner Management
- Oversee thirdparty vendors and service providers to ensure optimal service performance.
- Regularly evaluate vendor contracts and negotiate improvements where necessary.
- Experience
- 7 years of experience in IT service management program management or related fields with a strong focus on global service delivery.
- Proven experience managing IT operations and driving continuous service improvements.
- Education & Certifications
- Bachelors degree in Information Technology Business Management or a related discipline (Masters degree preferred).
- ITIL Foundation certification (higherlevel ITIL certifications preferred).
- Project Management Professional (PMP) certification is a plus.
- Technical Proficiency
- Strong understanding of IT service management platforms (e.g. ServiceNow.
- Familiarity with collaboration tools like Microsoft Teams.
- Leadership & Communication
- Exceptional leadership skills with experience managing global teams and IT service functions.
- Strong stakeholder management and ability to engage effectively with executives customers and technical teams.
- ProblemSolving & Analytical Skills
- Ability to analyze service performance data identify trends and drive strategic improvements.
- Strong decisionmaking skills in highpressure environments.
- CustomerFocused Mindset
- Commitment to delivering highquality IT services that align with business and customer needs.
- U.S. Citizenship is a requirement for this position.
Future Tech Enterprise Inc. is an awardwinning IT solution provider with capabilities in 50 countries. We provide costeffective and customized IT solutions from computer hardware and software to configuration and networking to staffing and support to enterprisesized clients in every vertical market. OEMagnostic Future Tech is uniquely positioned to meet all of our clients IT challenges including: Security Storage Infrastructure Collaboration Disaster Prevention Disaster Recovery and Business Continuity Power Solutions and Asset Life Cycle Management.
Future Tech was named 2024 Dell Technologies Federal Service Partner of the Year Northrop Grumman Supplier Excellence 2024 and CRN Triple Crown all were multiple years running. Future Tech also is one of few global IT solutions providers that is ISO 9001: 2015 Certified and AS 9100:2016. As supply chain complexities rise Future Techs investment in quality control provides a distinct competitive advantage.
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Employment decisions at Future Tech Enterprise Inc. will be based on merit qualifications and abilities. Future Tech Enterprise Inc. does not discriminate in employment opportunities or practices on the basis of race color religion sex national origin age disability or any other characteristic protected by law.
Required Experience:
Senior IC
Employment Type
Full-Time
