Program Manager Job in Tewksbury , Massachusetts US
Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.
In line with Worldwide TechServices vision to Serve our clients and their end users by leading the technology services industry in service experience and business value; the role involves providing management and technical direction to multiple highly complex projects. The successful candidate will exercise independent judgment, as well as demonstrating a high level of analytical skills, involving complex and non-standard technical, administrative and managerial issues. The role will encompass being responsible for client-facing relationships in support of an existing program.
- Act as programs prime interface for assigned vendor, ITO Partner and end- customer. This includes all aspects of call management, escalation interface and parts management.
- Provides overall direction of program/s activities including Scope and Contract Compliance Management, Service Level Agreement Compliance, Escalation Management, KPI Service Improvements, Root-Cause Analysis
- Responsible for all Operations Performance including Service Procedures, Guidelines Policies Compliance, Service Quality Management
- Responsible for program financial performance in terms of Penalty/Rebate Mitigation, Billing Adjudication, Periodic Billing, Program Margin Erosion Control, Revenue Forecasting, Accounts Receivable Liaison
- Responsible for Weekly, Monthly and Quarterly Business Reviews and KPI Reporting.
- Responsible for identifying and acquiring potential business within their assigned Program.
- Organizes and assigns responsibilities to subordinates and oversees the successful completion of all assigned tasks.
- Responsible for the processes integral to successful rollout and implementation of new customers.
- Learn and utilize existing call management system
- To assist with operational and service specific reporting
- Able to communicate and articulate service statuses to all levels both internally and externally
- Excellent MS Word and Excel skills with a strong focus on status reporting.
- Ability to quickly identify risks and issues and manage to an effective resolution
- Proactive approach when dealing with service issues or potential escalations.
- Good documentation skills, high attention to detail, flexible approach
- Ability to exercise independent judgment and work under minimal supervision
- An understanding of IT services from a conceptual and high level technical knowledge
- Strong, effective time management and prioritization skills
- Highly structured yet pragmatic with an ability to tailor and drive projects to desired goals
