We are helping one of our Key Direct Client which is a Fortune 150 firm find a "Position Name"
Please send me an updated resume in Word to"netra@parkcom.com" and call me at 510-353-1700*226 for this Urgent Direct Client W2 position.
General Information:
Req# 3237159
Client Symantec
Start 11/15/2010
3 months duration
Reason Replacement
Department 001-2443-000
Job Code Hardware
Job Title IT Program Manager
Duties This person will be responsible for managing IT Merger and Acquisition (M&A) Delivery management aspects of the outsource relationship with the service provider organization. The focus of this relationship is to ensure that contract SLAs and obligations are met or exceeded and that IT Merger and Acquisition (M&A) Delivery management activities and projects are delivered successfully on-time, on budget as per the specified quality expectations. This position will be based on site in Mountainview, CA or Springfiled, Oregon and will report to the M&A Program Director of Service Level Management with the following responsibilities.
• Manage and track customer escalations driving speedy resolution and continuous improvement activities with the service provider
• Proactively manage goal delivery in alignment with the performance expectations for the sourcing contract
• Help manage the day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services related to M&A Projects and Programs.
• Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to the Service Level Agreements
• Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels
• Interact closely with the Contract Manager/Administrator(s)
• Interface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backs.
• Provide early warning to governance management regarding degrading or missed service levels
• Work closely with Service Delivery Managers as well as the other infrastructure and application delivery teams to ensure that best practices and world class process & procedures are established and followed
• Ensure that application disposition activities are completed by service provider
• Work with the service provider to ensure the successful delivery of Day-1 and Post Day-1 requirements and office closures / consolidations.
• Demonstrate accountability and see him or herself as responsible for IT meeting customer expectations
• Knowing how our business works, being highly knowledgeable in current and possible future policies, practices, and trends
• Establishing and maintaining effective relationships with other IT functions focusing on gaining their trust and respect
Skills • Must have very strong customer focused skills
• Must be tenacious, firm, assertive and demanding of high standards
• Action and results-oriented and can think out-of-the-box
• Must be well-organized, good at prioritizing and attentive to detail
• Strong process and procedural orientation with an attention to quality and continuous improvement
• Strong communication skills and ability to influence and persuade people
• Service and solution orientated when dealing with business users
• Skilled at working with multi-regional and cross-functional teams
• Must be self-motivated, have the ability to work alone as well as in a team, to strict timescales at times under stressful conditions
• Ability to work on global initiatives and to achieve consensus, integration and consistency in a diverse business, geographic and cultural environment
• Must have excellent interpersonal skills
• Must have highly effective oral and written communication skills
• Must be enthusiastic, communicative and eager to learn
• Finance experience involving invoicing and statements of work
Experience measuring service provider performance against SLAs and contract deliverables
• Experience managing the support of a technical environment utilizing such technologies as Windows XP, MS Office/Exchange, VPN client software
• Experience supporting a diverse range of IT customers from Sales to Finance
• Experience with the rollout of large global infrastructure projects
• Project management experience
• International experience/exposure
• Excellent understanding of both information technology and a view on how these can support business processes
• Ability to communicate with people at all levels of an organization to promote a positive image for the IT organization
• The ability to maintain a high level of discretion and confidentiality
• Awareness of corporate cultures/political environments
• Constructive and innovative "can do" approach to solving business problems
Keywords
Education 10+ years demonstrated work experience in the computer industry
• BA/BS degree in computer science or related business, or equivalent business/technical experience preferred
• 2+ years proven track record in a similar role (IT governance of outsource partnerships covering end user services and technologies)
• Proven service provider relationship management skills working for a global company
• Has obtained an IT management certification in one or more of the following ITIL, COBIT, CMMI, six-sigma or other similar IT certification
• Required to speak fluent English
• Ideal candidate will have demonstrated experience in the M&A management
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