Job Description:
Services Program Manager will oversee and manage all aspects of operations within the programs for the respective geo location.
The Program Manager assists the Strategic Account Manager in analyzing current procedures and developing strategic planning for the future growth and sustainability of the program. Additionally, you will act as a liaison between Rahi and its clients to ensure that the quality of service is being maintained and to identify ways in which Rahi can be more efficient and effective in its responsibilities.
Your primary responsibilities are to monitor and maintain the strategic direction and relationships with clients, critical in achieving service growth. Other responsibilities include but are not limited to: overseeing the delivery and consistency of Hardware Support as a Service across multiple clients, identifying gaps in operations and proposing solutions as needed.
What you will do:
● As a program primary leader, responsible for successful management and execution of the entire program in accordance with client
● Serve as the primary focal point for communications with client
● Initiate and set goals for programs according to organizational strategic objectives
● Develop and monitor Key Performance Indicators (KPI) for individual clients and overall program
● Devise evaluation strategies to monitor program performance and identify improvement areas
● Implement internal methods of efficiency improvement
● Lead creation and presentation of quarterly business review (QBR/MOR) to the client
● Plan and execute the development of new programs aligned with services growth
● Identify opportunities, coordinate engagements, and implement strategies to develop new business opportunities
● Serve as program’s primary focal point for managing and preparing MSAs/SOWs in direct coordination with Strategic Account Manager/Sales team
● Coordinate proper administrative and logistical support to ensure quality control of services provided
Responsibilities:-
● Responsible for managing the entire services program
● Creates customer facing programs for the RMA Spares & Support
● Manages communication with the TAC Team with respect to improvement customer interaction and responsiveness etc
● Coordinates weekly reports back to customers
● Work closely with FreshService Program team on updating the customer facing systems or internal ticketing workflow
Requirements:
· 2 – 3 years of experience in Hardware (IT)
· Bachelor's degree in computer engineering and/or related degree)
· Knowledgeable Program/Project Management