Program Manager

We are Looking for Service Program manager- Fulltime - 100% Onsite

Locations:

Ashburn, VA

Denver, CO

Rolling Meadows, IL

Boston, MA

White Plains, NY

Long Island City, NY

Frisco, WA

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process

Certification Details

ITIL V3/v4 certification (Mandate)

CISCO CSM (Preferred)

Job description:

Functional Performance:

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans

• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

• Contract Management - Assure the execution of the Clients Contract obligations including Contract

Governance & Reporting

• IT Service Management- Enable the Clients IT Strategy Management through the execution and

evolution of the Clients Global Service Plan and work with Sales to deliver the overall Account Plan

Relationship Management

• Service Design - Own the accountability for ensuring all Client Services are designed to the agreed

requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost, and End to End Relationship Management

• Manage the Service Relationship Surveys including Client

specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey’s

• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.

• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.

• Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth

through the pro-active management of the Client’s IT Services Demand

• Business Relationship Management - Provide the overall Business Relationship Management

(BRM) for the delivery of operation of the Clients Services up to executive level. (i.e. B2B reporting)

Operational / Performance Management

• Service Management - Oversee the execution of the Clients Service Management Governance including

monitoring and reporting on the Service Level Agreements (B2C SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.

• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.

• Financial Management - Provide Financial Management Governance & Reporting: Billing checks, INQ Tickets, Credits and other required financial health indicators.

• Mitigate Risk - Identify, record, report, monitor and action all risks, jeopardizing/positively impacting the delivery of Clients contracted services

• Continual Service Improvement - – Implement the Continuous Service Improvement Strategy to

ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the

Continual Service Improvement Plan

• Service Operations - Own the accountability for ensuring the creation, resourcing and delivery for operations functions and processes in line with the Clients Service and Contract expectations

ADHOC

• Service Delivery - Govern the Project Management Delivery for all Client Services including Project

Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis

• People Leadership - Provide overall leadership and coaching for all staff through the matrix

management of Service Teams to assure the delivery of the Clients contracted services

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

• Participate in business meetings and general inputs in day-to-day improvements.

• Service Management - Own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost.