The Customer Support Services Program Manager will be responsible for overseeing the Tier 1 and 2 Support teams with a strong focus on Service Management. The ideal candidate will have a strong understanding of World Class Service Management and have an overall technical savvy and passion for delivering exceptional customer service.
The Customer Support Services Support Manager will be an integral part of a team built on passion and excellence, using His or Her Service Management and technical skills and knowledge to globally deliver excellent service to our IT customers. He/She is expected to provide innovative solutions to complex issues as well as manage the established SLA's (service level agreement's) while maintaining open and consistent communication channels with delivery and project teams.
The Program Manager of Bill & Melinda Gates Foundation IT Customer Support Services function is responsible for managing outsourced and internal service providers and accountable for execution of IT Customer Support Services strategy and program, in alignment with business objectives and a quality user experience across our work. This includes:
Project/Program Management
- Manage Customer Support function – Tier 1 & Tier 2 with vendors and internal support groups in all offices internationally
- Onsite and remote Helpdesk/support
- VIP\Executive service delivery,
- Tech Learning: campaigns, training, self-help offerings,
- Onboarding and departure experience (including records and archive holds)
- AV and Event support
- Collaboration enablement (SharePoint\Collaboration Tools)
- Grow and develop consistent Service Deliver Models and SLA’s with vendors and internal support groups
- Collaborate with IT Managers on feedback for their staff and for support tickets involving key accounts
- Collaborate with the Deputy Director of Global Technology Services on the strategy and execution of the service plans, as well as on the development & continual improvement of Support processes & policies
- Liaise with Service Delivery teams requiring extended support for advanced issues or assistance with special implementation projects
- Ensure high quality and up-to-date documentation
- Drive analysis and continuous process and solution improvement
- Analyze trends and inform Service Delivery teams on Tier and Tier 2 activity
- Responsible for the program/function; assesses vendor and internal capacity and capability needed to support strategic priorities; monitors deployment and workload across the program/function team.
- Ensures strategic alignment, identifying opportunities to achieve strategic objectives through program implementation
- Ensures the overall program structure and program management processes enable the program and its component teams to successfully complete their work
- Management of all Service
Performance Management
- Compare actual performance with planned performance, analyze and assess trends to effect process improvements, evaluate possible alternatives, and implement appropriate corrective action if needed
- Provides information needed to make decisions that guide the program and related work including the analysis of change impact at the program level to inform trade offs
- Accountable for the design, development and continuous improvement of the program
- Implements and maintains the program (the processes, practices, tools, etc.) by establishing these standards for the team: use of metrics to assess impact; consistent, effective change management and communication; lean and continuous improvement methodologies
Strategic Planning
- Support development of Program Vision and Strategic Plan
- Through annual planning, scorecard development and budgeting sets goals and implements portions of the strategic plan
Communication/Collaboration
- Captures and understands stakeholder needs and expectations, analyzing the impact of the program on stakeholders, gaining and maintaining stakeholder support, managing stakeholder communications, and mitigating/channeling stakeholder resistance
- Establishes processes and procedures for maintaining program oversight and decision-making support for policies and practices throughout the course of the program
- Accountable for ensuring program complies with established enterprise portfolio management governance and processes including intake, quarterly reviews, and annual planning
- 5-7 plus years of relevant experience with increasing levels of complexity managing both projects and programs.
- Experience in developing and managing strong partnerships and relationships inside and outside the organization, managing conflicts, and building consensus. Interactions involve very senior decision makers within organization.
- Vendor management experience
- Excellent organization skills and attention to detail, ability to meet deadlines and understand policy compliance.
- Excellent oral and written communication skills.
- Proficient in MS Office Suite and SharePoint; advanced knowledge of Excel.
- Knowledge of budgeting, financial analysis and synthesis.
- Ability to analyze data across multiple tools and databases.
- Ability to work independently and as part of an integrated, diverse team and be comfortable in multiple, high varied settings, and tight deadlines with different work and learning styles.
- Ability to manage multiple and competing demands and establish priorities.
The successful candidate must have the ability to travel up 1-2 weeks quarterly to regional offices to ensure that customers are being provided excellent service by vendors.