Note: The job is a remote job and is open to candidates in USA. Future Tech Enterprise, Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial, federal, and global clients. They are seeking a Program Manager to oversee and drive the successful delivery of IT services within customer IT lifecycle programs, ensuring efficiency, quality, and alignment with business objectives.
Responsibilities
- 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 ServiceNow 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 ServiceNow, 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, workstreams, 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 ServiceNow 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
Skills
- 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 ServiceNow workflows and ERP processes (or similar systems)
- Strong background in reporting, data analysis, and executive-level communication
- Bachelor's degree
- Advanced Microsoft Excel (pivot tables, VLOOKUP, data modeling)
- Familiarity with asset lifecycle logistics
- Strong leadership and stakeholder management skills, with the ability to translate technical complexity into business insight
- Analytical, detail-oriented, and able to thrive in high-pressure environments
- Customer-focused mindset with a commitment to continuous improvement
- 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
- ITIL Foundation certification
- PMP certification
Benefits
- Medical, Dental, and Vision Insurance
- 401k with Company match
- PTO
Company Overview