Program Manager (ITSM) - Remote | WFH

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Written by AI from the job title and company, not by Get It Recruit - Professional Services, so some details may not match this job. The employer's own page has the real description.

Overview

The Program Manager (ITSM) at Get It Recruit will play a pivotal role in overseeing the implementation and management of IT Service Management (ITSM) practices within the organization. This remote position requires a strong leader who can effectively coordinate cross-functional teams, manage complex projects, and drive continuous improvement initiatives. Ensuring the delivery of high-quality IT services that meet business requirements, the Program Manager will develop strategies to enhance service delivery, performance, and customer satisfaction while adhering to best practices in ITSM.

Job Responsibilities

• Lead the planning, execution, and tracking of ITSM programs and projects.
• Collaborate with stakeholders to identify and define project requirements, scope, and objectives.
• Develop and implement ITSM policies, processes, and procedures to optimize service performance.
• Facilitate risk management and mitigation strategies throughout the project lifecycle.
• Ensure alignment of IT services with business goals and user requirements.
• Monitor program performance and generate reports for senior management regarding progress and challenges.
• Drive continuous improvement initiatives based on customer feedback and performance metrics.
• Provide leadership, guidance, and support to project teams and stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience managing IT projects, particularly in IT Service Management.
• Proven experience with ITIL frameworks and methodologies.
• Strong understanding of project management principles and software development lifecycle.
• Exceptional organizational and leadership skills.
• Excellent verbal and written communication skills.
• Proficiency in project management tools (e.g., Jira, MS Project) and ITSM software (e.g., ServiceNow).
• Relevant certifications (e.g., PMP, ITIL) are highly desirable.

Technologies & Tools

The Program Manager (ITSM) will frequently utilize various technologies and tools essential for effective project management and IT Service Management. This includes but is not limited to ServiceNow, Jira, Microsoft Project, and collaboration tools such as Microsoft Teams and Slack. Familiarity with ITIL frameworks and the use of performance monitoring software will also be instrumental in driving successful service delivery.

Ideal Candidates

The ideal candidate for the Program Manager (ITSM) position will exhibit outstanding leadership qualities, showcasing a proactive approach to problem-solving and the ability to foster a collaborative working environment. They will possess excellent analytical skills, enabling them to dissect complex data and situations effectively. Strong communication skills are crucial, as the candidate will routinely engage with various stakeholders and team members. A commitment to continuous learning and adaptability to changing environments further define the qualities that make someone a good fit for this role.