Program Manager

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November 6

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Future Tech Enterprise, Inc.

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Enterprise • Artificial Intelligence • Cybersecurity

Future Tech Enterprise, Inc. is a provider of end-to-end technology solutions, helping businesses with services such as hybrid cloud technologies, IT lifecycle management, modern infrastructure, staff augmentation, cybersecurity, and artificial intelligence. They serve a wide range of industries including aerospace, defense, education, energy, utilities, and more. Future Tech focuses on understanding individual business goals to deliver custom-tailored technology solutions that evolve with the client. They offer innovative and trusted technology advice and have a presence in 170 countries, serving enterprise companies across various sectors. Their offerings include AI-powered systems, managed print services, and secure hybrid cloud solutions designed to enhance business performance and secure data.

201 - 500 employees

Founded 1996

🏢 Enterprise

🤖 Artificial Intelligence

🔒 Cybersecurity

📋 Description

• 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. • Ensure 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.

🎯 Requirements

• 5+ years of experience in IT service delivery, program management, or PC lifecycle services • 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 • 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. • Bachelor’s degree • ITIL Foundation certification (preferred) • PMP certification is a plus

🏖️ Benefits

• Medical, Dental, and Vision Insurance • 401k with Company match • PTO