Senior Services Program Manager

Summary

Join NiCE, a global company, as a Program Manager overseeing and managing multiple interconnected projects aligned with organizational goals. You will plan, coordinate, and execute strategic initiatives involving cross-functional teams and stakeholders. This role requires excellent customer relationship management skills and collaboration with various internal teams. Responsibilities include managing program processes, workflows, and documentation; rolling out program management methodologies; and managing project lifecycles. You will also be responsible for resource planning, ensuring quality deliverables, managing change control, and implementing configuration management best practices. This is a hybrid role with 2 days in the office and 3 days remote.

Requirements

• 7+ years of Program Management / Customer Success Management experience; preferably with cloud along with Application / Infra management
• Bachelor's degree in Information Systems Management or Business
• Excellent organizational skills including attention to details, time management, and multi-tasking skills
• Proven working experience in project management in the Information Technology industry
• Knowledge and understanding of project management principles and methodologies
• Ability to work on multiple projects simultaneously
• Excellent written, oral, and interpersonal communication skills

Responsibilities

• Excellent skills in managing customer relationship
• Facilitate regular meetings with Customers to review support activities, capture changes to customer solution and provide guidance/recommendations based on trends
• Establish relationships and maintain effective communication with key members of customers’ technical team including management team
• Partner with various internal teams including (but not limited to) AppOps, Customer Support, Cloud Services, Professional Services, System and Infrastructure Engineers, DevOps, Sales Engineers, Account Management, CS TAMs, Product Management and R&D, to provide the customer with an excellent Onboarding and Change Management experience
• Responsible for creating, managing and improving the internal delivery and Program management processes, workflows and documentations for our Cloud Application Operations (AppOps) team
• Rollout and implement Program management methodology across all AppOps projects
• Manage, coordinate and develop activities related to AppOps Program Management throughout the project lifecycle, such as Project planning, Resource planning, Project kick off, Activity management, Delivery execution, Project schedule, Risk & Issue management, Priority management, Tracking and Closure of Cloud AppOps projects
• Build and maintain a program-level plan including all inflight and pipeline projects (master plan)
• Pipeline management – work with Sales, PS and Cloud Services to identify and track all projects in pipeline (new customer onboarding, future upgrades, product enhancements)
• Manage multiple workstreams and govern them as a Program ensuring all Project and its associated activities are tracked effectively until closure
• Responsible for resource planning and forecasting on a project as well as a program level, identify and handle resource constraints, including future resource demand and gaps
• Ensure project deliverables are production-ready and meet all the Quality requirements (Testing Sign Off) and Deployment pre-requisites (deployment automation, deployment verification checklist, monitoring, etc)
• Ensure all PS to CS & AppOps Handovers are completed after go-live in accordance with specified procedure and guidelines
• Identify any contractual obligations with the customer (Reporting, Monitoring, SLAs, etc) and work with the AppOps Manager to ensure full adherence and fulfillment
• Quality management – continually measure the quality of all AppOps delivery activities and ensure the desired quality is achieved. Take corrective actions when necessary
• Change Control – capture, evaluate and approve, reject or defer any requests to change the approved baseline of a project
• Determine need for and impact of changes in scope of project and make recommendation based on determinations. Revise scope within established guidelines / policies as appropriate
• Ensure Configuration Management best practices and processes are implemented across all AppOps projects and production systems

Preferred Qualifications

• Prior experience in networking, infrastructure or Application support would be added advantage
• Self-driven and motivated to learn. Takes ownership and accountability
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment

Benefits

• Enjoy NiCE-FLEX!
• At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week