Program Manager

Overview

Are you a strategic leader with a passion for IT service delivery and lifecycle program management? We are seeking a Program Manager to oversee and drive the successful delivery of IT services within customer IT lifecycle programs. This role ensures efficiency, quality, and alignment with business objectives while managing service-related processes, stakeholder engagement, and continuous improvement initiatives. The ideal candidate combines strategic leadership with hands-on operational oversight—balancing high-level program management with the detail-oriented execution needed to navigate system constraints (Service Now) and customer-specific business rules.

We are looking for someone who will
:

• Take ownership of program success
• Deep-dive into Excel data models and performance metrics
• Drive process improvement and service alignment

This is a U.S.

-based remote position
. The work hours are from 8:30a - 5:30p. Eastern time. Our benefit offerings include Medical, Dental, and Vision Insurance, 401k with Company match and PTO.

This position involves working on client accounts that require U.S. Citizenship. This includes both on-site visits to secure locations and remote work related to those accounts.

• Oversee end-to-end IT service delivery for the PCaaS program, including order processing, customer support and strategic initiatives
• Ensure compliance with customer business rules, SLAs, and audit requirements
• Manage inventory, returns, and B Stock redeployment to maximize cost savings and efficiency
• Ensuring accurate order processing, ticket reconciliation, and reporting
• Develop and refine Service Now workflows for fulfillment, returns, and queue management, ensuring accurate asset record creation and updates
• Implement IT service management best practices to drive operational efficiency
• Monitor service performance metrics and drive continuous improvement efforts

• Build and maintain Excel data models, pivot tables, dashboards, and tracking tools to manage KPIs, scope, and schedules
• Reconcile data across Service Now, ERP, and customer CMDBs to ensure accuracy
• Produce customer-facing reports, including PMRs, QBRs, and executive summaries
• Identify gaps, risks, and process inefficiencies; implement improvement and automation initiatives where possible
• Create repeatable project plans with clear milestones, work streams, and stakeholder responsibilities

• Serve as the primary liaison between Future Tech, customers, depots, and third-party partners
• Provide timely communication on ticket status, order fulfillment, and returns management
• Facilitate regular stakeholder meetings, gather feedback, and align services with evolving business needs
• Act as an escalation point for Service Now or ERP workflow issues that impact execution

• Lead and mentor queue managers, order processors, depot managers, and technical specialists
• Ensure teams are trained on both customer-specific business rules and industry best practices
• Set clear goals, conduct performance reviews, and foster a culture of accountability and continuous improvement

• Implement ITIL-based frameworks for incident, problem, and change management
• Ensure IT service operations comply with organizational policies, security standards, and customer regulations
• Oversee break/fix, warranty management, and asset lifecycle processes
• Develop streamlined processes for cancellations, repairs, refurbishments, and disposal, including certificates of destruction and audit reporting

• Continuously assess service performance, implementing technology and process improvements
• Stay informed on emerging IT service and PCaaS trends, leveraging them to enhance program delivery

• 5+ years of experience in IT service delivery, program management, or PC lifecycle services, with a strong focus on global operations and customer engagement
• Proven ability to manage both high-level strategy and detailed operational execution
• Hands-on experience with Service Now workflows and ERP processes (or…