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.
This position will include going on-site to locations that require U.S. Citizenship.
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.
7. U.S. Citizenship is a requirement for this position.