Program Manager
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Job Description
Program Manager overseeing IT service delivery and lifecycle management. Strategic leadership and operational oversight in a remote U.S. position.
Responsibilities:
- Oversee end-to-end IT service delivery for the PCaaS program
- Ensure compliance with customer business rules, SLAs, and audit requirements
- Manage inventory, returns, and B Stock redeployment
- Develop and refine ServiceNow workflows
- Monitor service performance metrics and drive continuous improvement efforts
- Build and maintain Excel data models, pivot tables, dashboards, and tracking tools
- Serve as the primary liaison between Future Tech, customers, depots, and third-party partners
- Lead and mentor queue managers, order processors, depot managers, and technical specialists
- Implement ITIL-based frameworks for incident, problem, and change management
- Continuously assess service performance
Requirements:
- 5+ years of experience in IT service delivery, program management, or PC lifecycle services
- Hands-on experience with ServiceNow workflows and ERP processes
- Strong background in reporting, data analysis, and executive-level communication
- Bachelor's degree
- ITIL Foundation certification (preferred)
- PMP certification is a plus
Benefits:
- Medical, Dental, and Vision Insurance
- 401k with Company match
- PTO
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