02 feb
Rehlko
Xico
.Program Manager, IT - Associate ExperienceProgram Manager, IT - Associate ExperienceApply remote type: RemoteLocation: MexicoTime type: Full timePosted on: 26 Days AgoJob requisition id: req64904Why Work at RehlkoRehlko is an equal opportunity employer that prohibits discrimination and will make decisions regarding employment opportunities without regard to any protected characteristic.Disability AccommodationsIt is the policy of Rehlko to comply with all applicable provisions of the Americans with Disabilities Act (ADA) and corresponding laws.
Rehlko will provide reasonable accommodations to associates or applicants with disabilities.Why You Will Love this Job:The Program Manager – IT Associate Experience is responsible for ensuring the delivery of high-quality IT support services across Rehlko.
This role involves strategic planning, quality oversight, process improvement, and the implementation of best practices to enhance the efficiency and effectiveness of IT support services globally.
Responsibilities include overseeing Help Desk, Problem & Change Management, Knowledge Management, Order Management, and Customer Portal.Specific Responsibilities:Liaise with I&O; Leaders, Service Integrators, and internal stakeholders to create a comprehensive program plan for Infrastructure & Operations.Understand key dependencies and risks, documenting their impact and mitigation plans.Identify supporting internal processes and governance practices needed to support the program.Lead a weekly Steerco of PMs supporting I&O; deliverables.Ensure consistent and accurate program updates to the EXPO team.Manage weekly report-out to I&O; Leadership of program progress.Oversee the day-to-day operations of the global IT service desk.Ensure Service Desk operations are aligned with ITIL best practices.Lead and manage the global IT service desk team.Foster a culture of continuous improvement and customer-centric service.Lead QBRs with Managed Service Provider and other SIs.Implement automation and self-service capabilities.Participate in the development and management of the IT budget.Stay updated with industry trends and emerging technologies.Develop and maintain strong working relationships with key stakeholders.Build intuitive associate experiences through the IT Service Portal in ServiceNOW.Manage an annual portfolio of operational and continuous improvement projects.Requirements:Bachelor's degree in information technology, Computer Science, or equivalent experience.5+ years of experience in a program, change, and/or IT Service Management leadership role.Experience with ServiceNOW as an ITSM tool.Experience in managing global or distributed teams.Excellent leadership, communication, and interpersonal skills.Strong problem-solving and analytical skills.Ability to work in a fast-paced, dynamic environment.Relevant certifications (e.G., ITIL, Prince2, PMP) are a plus.Strong understanding of ITIL framework and IT Service Management standards
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