Global Program Manager

Future Tech Enterprise, Inc.; Pembroke Pines (FL); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Global Program Manager to lead IT service delivery and enhance program management. This remote role involves overseeing service-related processes, engaging stakeholders, and driving continuous improvement initiatives. The ideal candidate will have extensive experience in IT service management and a strong commitment to customer satisfaction. Join a dynamic team that values collaboration and innovation, ensuring that IT services align with business objectives while fostering a culture of excellence. If you are a strategic leader passionate about IT and service delivery, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with company match

Paid Time Off (PTO)

Qualifications

• 7+ years experience in IT service management and program management.
• Proven leadership in managing global IT service functions.

Responsibilities

• Oversee end-to-end IT service delivery and ensure compliance with SLAs.
• Lead and mentor IT service teams, focusing on continuous improvement.

Skills

IT Service Management

Program Management

Stakeholder Management

Leadership

Problem-Solving

Analytical Skills

Customer-Focused Mindset

Education

Bachelor's degree in Information Technology

Master's degree (preferred)

ITIL Foundation certification

Project Management Professional (PMP) certification

Tools

ServiceNow

Microsoft Teams

Job description

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.

Qualifications & Requirements

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.

Future Tech’s culture is all about working hard, working together, and finding the best ways to help our customers achieve their goals. Future Tech has earned multiple top employer awards based on our commitment to and support of our employees.

Future Tech Enterprise, Inc. is an award-winning IT solution provider with capabilities in 50 countries. We provide cost-effective and customized IT solutions – from computer hardware and software, to configuration and networking, to staffing and support, to enterprise-sized clients in every vertical market. OEM-agnostic, Future Tech is uniquely positioned to meet all of our clients' IT challenges, including: Security, Storage, Infrastructure, Collaboration, Disaster Prevention, Disaster Recovery and Business Continuity, Power Solutions and Asset Life Cycle Management.

Future Tech was named 2024 Dell Technologies' Federal Service Partner of the Year, Northrop Grumman Supplier Excellence 2024, and CRN Triple Crown - all were multiple years running. Future Tech also is one of few global IT solutions providers that is ISO 9001: 2015 Certified and AS 9100:2016. As supply chain complexities rise, Future Tech's investment in quality control provides a distinct competitive advantage.

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.