Apex Systems, LLC d.b.a. GlideFast Consulting is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact recruits@glidefast.com.
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GlideFast Consulting - Program Manager
Reference
JBRQ0001010
Description
GlideFast is searching for a Program Manager. As a Program Manager, you will beaccountable for the delivery of Services to the customer, within a defined area of the
customer base. In this role, you will lead the development, support, governance, and
release management teams for the customer’s ServiceNow environment. You will be
responsible for the overall service relationship including promoting the continuous
improvement of productivity, service quality and customer satisfaction
Responsibilities
● Manage continuous improvement, focusing on improving resilience and customer service and customer satisfaction objectives
● Develop strong relationships and teams, both internally and externally with client teams
● Manage projects using the GlideFast Engagement Methodology based on the ServiceNow NOW Create methodology
● Develop Work Breakdown Structures and full project plans using MS Project or other project management tools
● Ensure PPM is updated on a regular basis with project state, completeness, risks and issues
● Ensure weekly status updates are communicated to clients and management
● Update resource plans on a regular basis as directed by management
● Ensure project collateral is delivered to clients in a timely manner and centrally stored.
● This includes, but not limited to, pre-implementation checklists, kick-off meeting and workshop presentation decks, project plans and meeting agendas/notes
● Collaborate with solution consultants, business process consultants, and developers to deliver solutions to the client
● Direct discovery workshops at client site and/or remotely to validate requirements for engagement
● Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
● Maintain consistent satisfactory CSAT scores
● Motivate and mentor team members
Able to work both independently and as part of a fast-paced team
● Strong people management and communication skills
● Strong client-focus and high-level customer service expertise
● Strong focus on team and employee development
● Serve as a project escalation point as the primary liaison between clients and project teams
● Participate in customer success reviews and be an advisor to strategic-level clients
● Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and family-like culture
● Continue learning service delivery solutions, technologies and methodologies.
● Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution
● Complete client case studies, where applicable, and assist Marketing with customer content
● Demonstrate ability to juggle multiple complex projects or initiatives at one time
● Previous ServiceNow experience is a plus but not required
● Demonstrated experience defining program governance
● Knowledgeable on SDLC methodologies, CI/CD, Release Management practices
Qualifications
* Self-motivated, disciplined professional able to function as a true business leader with a record * of accomplishment in managing multiple complex tasks * Uphold excellent time management and organizational skills with an aptitude toward creative * problem-solving * Excellent proficiency with English language: written, reporting, verbal/oral communication skills; must be * an effective presenter * Proven troubleshooting skills * Continue learning service delivery solutions, technologies, and methodologies * Maintain professionalism and an uninterrupted work environment during all client meetings and interactions * Excellent communications skills required – verbally with customers and all levels of the business, as well as written with technical assessments and project-related reports
Certifications / Education
Relevant degree and/or professional qualifications● Minimum 5 years of experience in a client-facing position
● 3-5 years in a consulting position, managing professional service engagements
● Working expertise with Agile is required
● Working expertise of ITIL is required
● Working experience leading large Enterprise programs is required
● Working experience leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.) is desirable
● Bachelor's degree in IT , Business, or related field preferred or equivalent work experience
The starting pay range for this role is $0.00 - $0.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
Apply For This Opportunity
Reference
JBRQ0001010