top of page
Program Manager, Customer Engagement
Program Manager, Customer Engagement
Reference
JBRQ0001271
Description
Apply
Thank you for applying! We'll be in touch.
As a Program Manager, you will be accountable for the delivery of Managed Services delivery to the customer, within a defined area of the customer base. In this role, you will lead the operational support, governance, and release management teams for the customer’s multi-tenant ServiceNow environment. You will be responsible for the overall service relationship including promoting the continuous improvement of productivity, service quality and customer satisfaction.
Responsibilities
Job Responsibilities:
* Build a strong managed services teams that will service client organization with: Release Management, Environments Management, Software Operations Management and standardize their practices
* In conjunction with Operations staff, facilitate service to customers that meets the contracted Service Level Agreement (SLA)
* Manage continuous improvement, focusing on improving resilience and customer service and customer satisfaction objectives
* Achieve productivity improvements, ensuring SNOW platform is managed to peak operational efficiency
* Develop strong relationships and teams, both internally and externally with client teams
* Lead and manage weekly/monthly/quarterly/semi-annual service business reviews
* Facilitate and monitor problem management support for difficult customer issues, including root cause analysis and a plan of corrective action by pulling in the right experts to resolve challenges
* Take ownership of the customer experience for delivery of managed services for assigned client
* Host regular customer-facing meetings to ensure alignment and customer satisfaction on operational and performance metrics
* Motivate and mentor team members
* Build a strong managed services teams that will service client organization with: Release Management, Environments Management, Software Operations Management and standardize their practices
* In conjunction with Operations staff, facilitate service to customers that meets the contracted Service Level Agreement (SLA)
* Manage continuous improvement, focusing on improving resilience and customer service and customer satisfaction objectives
* Achieve productivity improvements, ensuring SNOW platform is managed to peak operational efficiency
* Develop strong relationships and teams, both internally and externally with client teams
* Lead and manage weekly/monthly/quarterly/semi-annual service business reviews
* Facilitate and monitor problem management support for difficult customer issues, including root cause analysis and a plan of corrective action by pulling in the right experts to resolve challenges
* Take ownership of the customer experience for delivery of managed services for assigned client
* Host regular customer-facing meetings to ensure alignment and customer satisfaction on operational and performance metrics
* Motivate and mentor team members
Qualifications
Required Skills/Experience:
* Able to work both independently and as part of a fast-paced team
* Strong people management and communication skills
* Strong client-focus and high-level customer service expertise
* Demonstrate depth of operational service delivery management expertise
* Strong focus on team and employee development
* Previous ServiceNow experience is a plus but not required
* Demonstrated experience defining program governance
* Previous experience leading Software Operations and release management teams
* Knowledgeable on SDLC methodologies, CI/CD, Release Management practices
* IT Client Relationship Support: 5 years (Required)
* Enterprise Software Delivery Management: 5 years (Required)
* Managing Client SLA's: 5 years (Required)
* Lead Client Quarterly Review Meetings: 2 years (Required)
* POC for all client service level communications: 2 years (Required)
* Previous experience working with or for an IT managed services organization / company is a plus, but not required
*
Education:
* Relevant degree and/or professional qualifications
* Minimum 5 years of experience in a client-facing position
* Able to work both independently and as part of a fast-paced team
* Strong people management and communication skills
* Strong client-focus and high-level customer service expertise
* Demonstrate depth of operational service delivery management expertise
* Strong focus on team and employee development
* Previous ServiceNow experience is a plus but not required
* Demonstrated experience defining program governance
* Previous experience leading Software Operations and release management teams
* Knowledgeable on SDLC methodologies, CI/CD, Release Management practices
* IT Client Relationship Support: 5 years (Required)
* Enterprise Software Delivery Management: 5 years (Required)
* Managing Client SLA's: 5 years (Required)
* Lead Client Quarterly Review Meetings: 2 years (Required)
* POC for all client service level communications: 2 years (Required)
* Previous experience working with or for an IT managed services organization / company is a plus, but not required
*
Education:
* Relevant degree and/or professional qualifications
* Minimum 5 years of experience in a client-facing position
A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com
Join The GlideFast Team
Work with the best consultants and developers in the industry.
bottom of page