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Program Manager, Technical Operations
Company Overview:
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.
Job Overview:
Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for an analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client’s long-term business strategy under the guidance of our Global Service Operations Management Team.
How You Will Make An Impact:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion:
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.
Milestone is looking for a passionate, self-motivated Program Manager, Technical Operations who brings a wealth of people management, knowledge, and expertise.
Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for an analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client’s long-term business strategy under the guidance of our Global Service Operations Management Team.
- Plan, develop, and evaluate client program
- Define key operational metrics, develop reporting infrastructure and cadence, set targets, and continuously improve
- Present operational metrics weekly to IT Leadership
- Maintain and report on budget status, in addition to other financial measures defined for the customer engagement
- Collaborate with Milestone Human Resources on all personnel issues or questions
- Maintain documentation and process specific to the customer engagement
- Develop a strategic perspective of the service based on multiple levels of detailed operations information
- Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
- Supervise staff and oversee work organized by team leaders
- Maintain agreed upon service level agreements
- Provide Milestone and the client with any updated program changes
- Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
- Review change order requests and lead all Monthly Business Reviews (MBR) with the client
- Provide counseling of staff
- Ensure that performance evaluations of all staff are completed according to the Personnel Manual
- Determine the need for travel and training of all employees
- Manage the merit performance process
- Ensure staff training takes place and compliance can be reported
- Bachelor’s degree in business, Communications, IT or related field of study
- 5+ years of experience in IT Service Delivery & Technical Team Management
- 5+ years of full-time technical (program) management experience in an technical organization managing programs at scale
- Strong analytical and technical skills related to solution ownership and quantitative data analysis
- Experience managing successful delivery within a complex engineering or technology-focused organization
- Technically minded and understand the day-to-day operations of a well-established technical org
- Knowledge of complex technical ecosystems and adequate technical depth
- Experience leading programs within an IT Operations environment
- Knowledge of SLA achievement and methodology
- Familiarity with common metrics used in the IT industry
- Development and implementation of technical training programs
- Ability to drive tool and process improvement through innovation
- Leadership and core business/interpersonal skills
- Successful project management experience
- Ability to establish relationships with Business Teams
- Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
- Excellent problem solving, communication, and organizational skills
The estimated pay range for this position is USD $116,480/Yr. - $124,800/Yr. and is an Exempt role.
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
Job description is subject to change.
Milestone's mission is to revolutionize the way IT is deployed and supported worldwide. We aim to be a trusted partner and resource for our clients by creating and executing against a strategy that directly addresses critical business, financial, ...
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June 10, 2023
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