Global Program Manager

Are you a strategic leader with a passion for IT service delivery and program management? We are seeking a Global Program Manager to oversee and drive the successful delivery of IT services within a customer program. This role is responsible for ensuring efficiency, quality, and alignment with business objectives while managing service-related processes, stakeholder engagement, and continuous improvement initiatives. If you have strong leadership skills and a background in IT service management, we’d love to hear from you!

This is a remote role based in the United States. Work hours are Monday – Friday, 8a-5p Eastern Time. Our benefits include medical, dental, and vision insurance, 401k with company match, and PTO.

Key Responsibilities

1. IT Service Delivery Management
   • Oversee end-to-end IT service delivery, including order processing, technical support, system imaging, and application installation.
   • Ensure all services meet defined service level agreements (SLAs) and quality standards.
   • Implement IT service management best practices to drive operational efficiency.
   • Monitor service performance metrics and drive continuous improvement efforts.
2. Stakeholder & Customer Engagement
   • Act as the primary liaison between internal teams, customers, and external partners to align IT services with business needs.
   • Ensure high levels of customer satisfaction by addressing issues, collecting feedback, and implementing service improvements.
   • Develop and maintain strong relationships with key stakeholders to anticipate future service needs.
3. Team Leadership & Development
   • Lead and mentor IT service teams, including support staff, system administrators, and technical specialists.
   • Conduct performance reviews, set team goals, and provide continuous coaching and development opportunities.
   • Ensure teams have the necessary training and tools to deliver high-quality IT services.
4. Incident & Problem Management
   • Oversee the resolution of IT incidents and problems, ensuring timely and effective responses.
   • Develop and implement processes to reduce recurring issues and improve system reliability.
5. Service Management Frameworks & Compliance
   • Implement and maintain ITIL-based frameworks for incident, problem, and change management.
   • Ensure IT service operations comply with industry regulations, organizational policies, and security best practices.
6. Demand Forecasting & Capacity Planning
   • Collaborate with customers and internal teams to forecast demand using historical data and market trends.
   • Align capacity planning, inventory management, and procurement strategies with expected service demand.
7. Service Improvement & Innovation
   • Continuously assess IT service performance to identify areas for optimization.
   • Stay informed about emerging technologies and industry trends to enhance IT service offerings.
8. Budget & Resource Management
   • Develop and manage the IT services budget, ensuring cost-effective resource allocation.
   • Optimize spending on personnel, hardware, and software to meet business needs.
9. Vendor & Partner Management
   • Oversee third-party vendors and service providers to ensure optimal service performance.
   • Regularly evaluate vendor contracts and negotiate improvements where necessary.

1. Experience
   • 7+ years of experience in IT service management, program management, or related fields, with a strong focus on global service delivery.
   • Proven experience managing IT operations and driving continuous service improvements.
2. Education & Certifications
   • Bachelor’s degree in Information Technology, Business Management, or a related discipline (Master’s degree preferred).
   • ITIL Foundation certification (higher-level ITIL certifications preferred).
   • Project Management Professional (PMP) certification is a plus.
3. Technical Proficiency
   • Strong understanding of IT service management platforms (e.g., ServiceNow.)
   • Familiarity with collaboration tools like Microsoft Teams.
4. Leadership & Communication
   • Exceptional leadership skills with experience managing global teams and IT service functions.
   • Strong stakeholder management and ability to engage effectively with executives, customers, and technical teams.
5. Problem-Solving & Analytical Skills
   • Ability to analyze service performance data, identify trends, and drive strategic improvements.
   • Strong decision-making skills in high-pressure environments.
6. Customer-Focused Mindset
   • Commitment to delivering high-quality IT services that align with business and customer needs.

Employment decisions at Future Tech Enterprise, Inc. will be based on merit, qualifications, and abilities. Future Tech Enterprise, Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.