Program Manager
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 lifecycle program management We are seeking a Program Manager to oversee and drive the successful delivery of IT services within customer IT lifecycle programs. This role ensures efficiency quality and alignment with business objectives while managing service-related processes stakeholder engagement and continuous improvement initiatives.
The ideal candidate combines strategic leadership with hands-on operational oversightbalancing high-level program management with the detail-oriented execution needed to navigate system constraints (ServiceNow) and customer-specific business rules.
We are looking for someone who will:
- Take ownership of program success
- Deep-dive into Excel data models and performance metrics
- Drive process improvement and service alignment
This position involves working on client accounts that require U.S. Citizenship. This includes both on-site visits to secure locations and remote work related to those accounts.
Key Responsibilities
IT Service Delivery & Operations
- Oversee end-to-end IT service delivery for the PCaaS program including order processing customer support and strategic initiatives.
- Ensure compliance with customer business rules SLAs and audit requirements.
- Manage inventory returns and B Stock redeployment to maximize cost savings and efficiency.
- Ensuring accurate order processing ticket reconciliation and reporting.
- Develop and refine ServiceNow workflows for fulfillment returns and queue management ensuring accurate asset record creation and updates.
- Implement IT service management best practices to drive operational efficiency.
- Monitor service performance metrics and drive continuous improvement efforts.
- Build and maintain Excel data models pivot tables dashboards and tracking tools to manage KPIs scope and schedules.
- Reconcile data across ServiceNow ERP and customer CMDBs to ensure accuracy.
- Produce customer-facing reports including PMRs QBRs and executive summaries.
- Identify gaps risks and process inefficiencies; implement improvement and automation initiatives where possible.
- Create repeatable project plans with clear milestones workstreams and stakeholder responsibilities.
- Serve as the primary liaison between Future Tech customers depots and third-party partners.
- Provide timely communication on ticket status order fulfillment and returns management.
- Facilitate regular stakeholder meetings gather feedback and align services with evolving business needs.
- Act as an escalation point for ServiceNow or ERP workflow issues that impact execution.
- Lead and mentor queue managers order processors depot managers and technical specialists.
- Ensure teams are trained on both customer-specific business rules and industry best practices.
- Set clear goals conduct performance reviews and foster a culture of accountability and continuous improvement.
- Implement ITIL-based frameworks for incident problem and change management.
- Ensure IT service operations comply with organizational policies security standards and customer regulations.
- Oversee break/fix warranty management and asset lifecycle processes.
- Develop streamlined processes for cancellations repairs refurbishments and disposal including certificates of destruction and audit reporting.
- Continuously assess service performance implementing technology and process improvements.
- Stay informed on emerging IT service and PCaaS trends leveraging them to enhance program delivery.
Experience
- 5 years of experience in IT service delivery program management or PC lifecycle services with a strong focus on global operations and customer engagement.
- Proven ability to manage both high-level strategy and detailed operational execution.
- Hands-on experience with ServiceNow workflows and ERP processes (or similar systems).
- Strong background in reporting data analysis and executive-level communication.
- This position involves working on client accounts that require U.S. Citizenship. This includes both on-site visits to secure locations and remote work related to those accounts.
- Bachelors degree.
- ITIL Foundation certification (preferred).
- PMP certification is a plus.
- Advanced Microsoft Excel (pivot tables VLOOKUP data modeling).
- Familiarity with asset lifecycle logistics.
- Strong leadership and stakeholder management skills with the ability to translate technical complexity into business insight.
- Analytical detail-oriented and able to thrive in high-pressure environments.
- Customer-focused mindset with a commitment to continuous improvement.
Future Tech Enterprise Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial federal and global clients. We are proud partners with technology innovators such as Dell Technologies NVIDIA Dell Cisco and others helping our customers transform operations and drive digital modernization.
Why Join Future Tech
- Influence the future of a rapidly evolving enterprise technology leader.
- Collaborate with industry giants and public sector innovators to co-create impactful solutions.
- Enjoy a dynamic entrepreneurial culture with a clear executive mandate for innovation.
#LI-Remote
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
