Program Manager, Customer Engagement

Program Manager, Customer Engagement





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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.


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

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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



* Relevant degree and/or professional qualifications

* Minimum 5 years of experience in a client-facing position

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