Program Manager Tech 4/REDMOND, WA (Remote)-9 Months Contract

Title: Program Manager Tech 4
Location: REDMOND, WA (Remote)
Duration: 9 Months Contract

This is a Remote position.

Typical Day in the Role
• Purpose of the Team: The purpose of this team is focused on service management and reporting governance for their organization, CESI.
• Key projects: They work with various service owners across the organization to manage ongoing service management, including defining service metrics, onboarding services, and facilitating a monthly service MBR (Management Business Review) where service owners report their metrics and service health to the leadership team. The team aims to mature services by automating metrics and improving service management practices
• Typical task breakdown and operating rhythm: The role will consist of approximately 20-30% of the time in meetings, and the rest of time, the tasks will include working with teams on creating documentation and writing docs, keeping up with project timelines and working with service owners, mostly over calls if remote and deep dives into service metrics and reporting, working with other teams on automating dashboards or metrics, and creating decks for the Monthly Business Review (MBR)

Compelling Story & Candidate Value Proposition
• What makes this role interesting? - This role provides the opportunity to networking with various people including leadership team.
• Unique Selling Points: - networking opportunities, cross-team collaboration and service management focus would be good selling points.

Candidate Requirements
• Years of Experience Required: 7+ overall years of experience in the field.
• Degrees or certifications required: ITIL certification, preferably ITIL 3 or 4 would be needed.
• Disqualifiers: Candidates with n/a will not be eligible for the role.
• Best vs. Average: The ideal resume would contain extensive experience in cross-team collaboration, large-scale project management and service lifecycle ownership.
• Performance Indicators: Performance will be assessed based on quality of work and meeting deadline, ability to work across team.

Top 3 Hard Skills Required + Years of Experience
1. Minimum 7+ years experience with service management background.
2. Minimum7+ years experience with SLAs and KPIs, including setting and establishing them.
3. Basic understanding and experience with OKR.

Hard Skills Assessments
• Expected Dates that Hard Skills Assessments will be scheduled: 1st week of September but ASAP.
• Hard Skills Assessment Process: The assessment process will include na.
• Required Candidate Preparation: Candidates should have ____na prepared prior to the assessment.

Interface with clients on technical and business issues from project initiation through delivery. Drive program/project schedules and status reports. Create and/or review multiple functional specifications that will be used as tools in making decisions as to how the product or service will be implemented. Provide Product Managers & Product Unit Managers with technical and/or analytical information. Organize cross functional activities ensuring the program/project is completed on schedule and within budget constraints. Provide program/project schedules and status reports.

Service Management - drive ongoing service management program across an organization of 200+ employees and 12+ active services. Annual review of service contacts, service objective and service metrics to make sure they align with business needs and business objectives through OKRs. Partner with Service Owners and Managers to review current metrics and provide reporting of SLAs and KPIs on a monthly basis to leadership through a Service MBR. Review service maturity and assist the teams in driving service mentality mindset and progress updates.