Global Program Manager

Summary

Join Future Tech as a Global Program Manager and lead the successful delivery of IT services within a customer program. This remote role, based in the US with standard business hours, requires overseeing IT service delivery, managing stakeholder engagement, and driving continuous improvement. You will lead and mentor IT service teams, ensuring high customer satisfaction and compliance with industry standards. The position demands strong leadership, technical proficiency, and analytical skills. Future Tech offers a comprehensive benefits package including medical, dental, vision insurance, 401k matching, and PTO.

Requirements

• 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
• Bachelor’s degree in Information Technology, Business Management, or a related discipline
• ITIL Foundation certification
• Strong understanding of IT service management platforms (e.g., ServiceNow)
• Familiarity with collaboration tools like Microsoft Teams
• 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
• Ability to analyze service performance data, identify trends, and drive strategic improvements
• Strong decision-making skills in high-pressure environments
• Commitment to delivering high-quality IT services that align with business and customer needs

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Continuously assess IT service performance to identify areas for optimization
• Stay informed about emerging technologies and industry trends to enhance IT service offerings
• Develop and manage the IT services budget, ensuring cost-effective resource allocation
• Optimize spending on personnel, hardware, and software to meet business needs
• Oversee third-party vendors and service providers to ensure optimal service performance
• Regularly evaluate vendor contracts and negotiate improvements where necessary

Preferred Qualifications

• Master’s degree preferred
• Higher-level ITIL certifications preferred
• Project Management Professional (PMP) certification is a plus

Benefits

• Medical, dental, and vision insurance
• 401k with company match
• PTO