The Program Manager position is responsible for managing a positive relationship and active contracts between WWTS and our client. The position will oversee the establishment of procedures and customer service policies to maintain high standards and ensure quality customer service. Grows and develops client relationships to ensure continued growth of revenue. The candidate will work with minimal supervision and have the ability to exercise independent judgment.
Manage key accounts in the area of IT Services consisting of, but not limited to desktop, laptop, printer, server, telecommunications, and networking equipment break-fix repair services
Primary interface between WWTS and assigned Global partners to ensure compliance in all aspects of contracts
Ensure compliance of all aspects of contracts including but not limited to service level agreement compliance, service delivery process control, escalation management and root cause analysis
Responsible for all Operations Performance including service procedures, guidelines & policies compliance, service quality management
Manages client escalations for root cause and quick resolution
Maintains existing base of revenue and collaborates with internal partners to pursue additional revenue and new clients
Represents Worldwide TechServices at client and end-user meetings
Oversee the planning, organization development and implementation of new business. Includes project management, knowledge transfer and other services transition requirements
Collaborates with internal business partners to ensure the success of the 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.
Responsible for all program financial performance including penalty and rebate mitigation, billing adjudication, periodic billing, program margin erosion & control, revenue forecasting, accounts receivable liaison
Facilitates periodic client account reviews
Consistently monitors service activity; works with IT to prepare and distribute metrics reporting to client
Additional requirements may exist if offer of employment is extended
Requirements Education and Experience
Typically requires a Bachelor’s degree with 4-7 years’ experience or an equivalent amount of experience; or additional education with less experience
5+ years’ experience in the IT or Field Services industry with multi country programs a plus
Ability to exercise independent judgment and work under minimal supervision
Prior experience managing people a plus
An understanding of telecommunications services including satellite (VSAT) and terrestrial services from a conceptual and high level technical knowledge
Some travel required
Able to communicate and articulate service statuses to all levels both internally and externally
Excellent written and oral communication skills
Proficient with Microsoft Office Products skills with a strong focus on status reporting.
Attention to detail and excellent organizational skills
Proficient contract negotiating skills including contract terms, reporting requirements, penalty clauses and service level deliverables
Ability to proactively identify risks and manage to an effective resolution
Strong, effective time management and prioritization skills
Ability to maintain professionalism when interacting with clients and addressing concerns.