Program Manager – End-User Services

Job Title: Program Manager – End-User Services
Job : 86162
Location: Lawrenceville, New Jersey

We’re looking for a strategic

End-User Services Program Managerto join a Global Technology PMO who willlead initiatives across our End-User Services portfolio and work directly with leadership to deliver high impact programs that align to the Global Tech strategy. This role focuses on delivering modern, reliable, and secure technology experiences that empower employees to be productive from anywhere. For this role, you must have strong program leadership, a deep understanding of end?user

technologies, service delivery models, and change management.

You’ll be responsible for planning, managing, and delivering programs focused on end-user computing, service desk, and digital workplace initiatives (i.e. laptop hardware, productivity tools, A/V hardware, office technology – printers, monitors), collaboration platforms (i.e. MS Teams), ITSM, end-user support services, enterprise service desk operations, etc. You’ll collaborate with all levels of the organization and provide oversight of third-party implementation partners and providers from within the firm’s partner ecosystem.

You’ll partner with business resources and/or client (acquisition) teams to identify cross-functional dependencies.

They must be able to effectively work in a dynamic and changing environment, adjusting delivery plans as required. and execute programs.

• Lead end-to-end program management for enterprise end-user services and digital workplace initiatives, including;global deployment of new laptop HW processes & standards, M&A integration initiatives, creation of a global Service Desk, ITSM projects.
• Collaborate with business, GTech, and vendor teams to align programmes with strategic goals and end-user requirements.
• Manage program budgets, timelines, risks, and dependencies with a disciplined, transparent approach.
• Coordinate multiple cross-functional work streams, dependencies, and integration points to ensure project deliverables are met in a timely fashion.
• Develop and execute change management strategies, including communication plans, training materials, and adoption campaigns.
• Coordinate internal, external, client or third-party resources to achieve expected project outcomes.
• Establish, track, and report on project budget, project spend, resource allocations, and reserves.
• Report project delivery actual vs plan variances.
• Continuously monitor, identify, evaluate, remediate, track, and report on risks and issues; escalates issues, risks, and performance variances in a timely manner.
• Monitor progress, analyse project data and reports project status and disposition to managers and stakeholders on regular and timely basis.
• Effectively challenge, negotiate, and influence colleagues to produce value-add solutions that drive progress, and support the Firm’s culture and strategies

• Bachelor’s degree or equivalent years of relevant professional experience.
• 7-10 years of successful Agile project/program management experience (or program management of merger and acquisitions) with an emphasis on technology initiatives and experience in a professional services firm.
• Demonstrated ability to lead cross?functional teams and influence without authority.
• Excellent stakeholder management, issues/risks management, and organizational skills.
• Proven experience managing complex, multi-workstream IT programmes, including Helpdesk and Service Now delivery.
• Strong understanding of end-user technologies and services:
  Windows/Mac OS, Microsoft 365/Office 365, Microsoft Teams, and Service Now.
• Project Management Professional (PMP), Scrum Product Owner (CSPO), Scrum Master (CSM), or similar project management certification.