IT Operations Program Manager

hace 7 días


Xico, México Sterling Kohler A tiempo completo
Job Title

IT Operations Program Manager - Associate Experience

About the Company

Sterling Kohler is a global leader in energy resilience, delivering innovative energy solutions critical to sustain and improve life across home energy, industrial energy systems, and powertrain technologies.

Estimated Salary

$120,000 - $150,000 per year

Job Description

We are seeking a strategically minded individual with a passion for creating quality IT customer journeys and a strong background in continuous improvement and change management roles. As an IT Operations Program Manager - Associate Experience, you will be responsible for ensuring the delivery of high-quality IT support services across Sterling Kohler.

You will oversee the day-to-day operations of the global IT service desk to ensure timely and effective resolution of IT issues, providing consistent and standardized service delivery across all regions. You will also lead and manage the global IT service desk team, including hiring, training, and performance evaluation for directly reporting internal resources and Managed Service contract.

Foster a culture of continuous improvement, collaboration, and customer-centric service within the extended global team. Lead QBRs with Managed Service Provider and other SIs, reviewing service desk performance metrics to manage quality and identify areas for continuous improvement.

Continuously implement automation, orchestration, and self-service capabilities to "Shift Left" and enhance service the Associate Experience. Participate in the development of the IT budget and manage the service desk budget effectively. Stay updated with industry trends and emerging technologies to recommend and implement innovative solutions.

Required Skills and Qualifications

Education: Bachelor's degree in information technology, Computer Science, Program and/or Change Management – OR equivalent industry experience.

Experience: 5+ years of experience in a program, change, and/or IT Service Management leadership role overseeing collaboration tools or related IT functions.

Skills: Excellent leadership, communication, and interpersonal skills. Strong problem-solving and analytical skills. Ability to work in a fast-paced, dynamic environment.

Benefits

We offer a competitive benefits package, including a salary range of $120,000 - $150,000 per year, health insurance, vision, dental, 401(k) with company matching, and more.


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