@ SmartSource

Full-time   |    - Racine, WI

Smartsource is in need of a Program Manager to work on a long term contract to hire opportunity in Strutevant, WI/Racine, WI. When: ASAP Location: Strutevant, WI Contract to hire: pay rate: $33.00 per hour Job Title: Program Manager # Positions: 1 Overview: Our customer is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers. The Program Manager provides management and technical direction to multiple highly complex projects. Exercises independent judgment, as well as a high level of analytical skill, involving complex and unusual technical, administrative and managerial problems. Manager will be responsible for all client-facing customer relationships in support to an existing Program. The Person will act as the Primary Liaison between our internal organization and our external customers. Responsibilities: • Act as Program/s prime interface for assigned ITO Partner and End-Customer. This includes all aspects of call management, escalation interface and parts management. • Provides overall direction of program/s activities primarily: Scope and Contract Compliance Management, Service Level Agreement Compliance, Escalation Management, KPI Service Improvements, Root-Cause Analysis. • Responsible for all Operations Performance with regard to: Service Procedures /Guidelines&Policies Compliance, Service Quality Mangement. • Responsible for Program Financial Performance in terms of : Penalty/Rebate Mitigation, Billing Adjudication, Periodic Billing, Program/s Margin Erosion & Control, Revenue Forecasting, Accounts Receivable Liaison. • Responsible for Weekly, Monthly and Quarterly Business Reviews and KPI Reporting. • Responsible for identifying and acquiring potential business within their assigned Program/s. • Organizes and assigns responsibilities to subordinates and oversees the successful completion of all assigned tasks. • Responsible for the process for a successful rollout and implementation of new customers • ITIL or PMP certified preferred • BS or 5-10 years equivalent work experience • Experience with service delivery, service operations in an IT environment • Strong customer facing skills • Experienced in all MS Office Suite applications with expert level Excel and Power Point knowledge If you are interested and qualified for the job please send your resume to Carissa at CMacellaio@smartsource-inc.com

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