Program Manager wITAM-HAM[100remote]

Dallas, IA - USA

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Program Mgr w/ITAM-HAM
Duration: Direct Hire FTE
Location: 100% REMOTE (EST work time)
Target Start: 2 weeks from offer
Interviews: 4 rounds and possibly a 5th with a C-Suite Executive

Program Manager to oversee and drive the successful delivery of IT services within customer IT lifecycle programs. This role is responsible for ensuring operational efficiency service quality and alignment with customer business objectives across device lifecycle and PCaaS initiatives.

The ideal candidate brings a balance of strategic leadership and hands-on operational execution with the ability to work within system constraints (ServiceNow and ERP platforms) while managing customer-specific business rules service levels and continuous improvement efforts.

Key Responsibilities

IT Service Delivery & Operations

Oversee end-to-end IT service delivery for PCaaS and lifecycle programs 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 operational efficiency.
Ensure accurate order processing ticket reconciliation and operational reporting.
Develop refine and enforce ServiceNow workflows for fulfillment returns and queue management.
Implement IT service management best practices to improve operational performance.
Monitor service performance metrics and drive continuous improvement initiatives.

Data Reporting & Continuous Improvement

Build and maintain Excel-based data models pivot tables dashboards and KPI tracking tools.
Reconcile data across ServiceNow ERP systems and customer CMDBs to ensure accuracy and integrity.
Produce customer-facing deliverables including PMRs QBRs and executive summaries.
Identify operational gaps risks and inefficiencies and implement corrective actions or automation where possible.
Create repeatable program plans with clear milestones workstreams and ownership.

Stakeholder & Customer Engagement

Serve as the primary liaison between internal teams customers depots and third-party partners.
Provide consistent communication on ticket status order fulfillment returns and service performance.
Facilitate recurring stakeholder meetings and align services with evolving business needs.
Act as the escalation point for ServiceNow or ERP workflow issues impacting delivery.

Team Leadership & Development

Lead and mentor queue managers order processors depot managers and technical specialists.
Ensure teams are trained on customer-specific business rules and operational best practices.
Set clear expectations provide feedback and foster a culture of accountability and continuous improvement.

Service Management & Compliance

Apply ITIL-based frameworks for incident problem and change management.
Ensure service operations comply with internal policies security standards and customer regulations.
Oversee break/fix warranty management and asset lifecycle processes.
Manage processes for cancellations repairs refurbishments and secure asset disposition including audit documentation.

Innovation & Optimization

Continuously evaluate service performance and recommend process or technology enhancements.
Stay informed on emerging IT service delivery and PCaaS trends to improve program outcomes.

Required Skills and Experience

5 years of experience in IT service delivery program management or IT asset lifecycle services.
Proven ability to manage both strategic initiatives and detailed operational execution.
Hands-on experience with ServiceNow workflows and ERP-driven processes (or similar systems).
Strong background in reporting data analysis and executive-level communication.
Advanced Microsoft Excel skills including pivot tables lookups and data modeling.
Experience working in SLA-driven customer-facing environments.
Strong leadership stakeholder management and problem-solving skills.
Analytical detail-oriented and able to operate effectively in fast-paced environments.

Education & Certifications

Bachelors degree required.
ITIL Foundation certification preferred.
PMP certification is a plus.