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IT Program Manager - ServiceNow

Santa Clara, CA 95050

Posted: 04/10/2024 Employment Type: Contract Job Category: Technology Job Number: 615338 Country: United States Is job remote?: No

Job Description

Program Manager

Location: Santa Clara CA or Kirkland, WA


As a Program Manager, you will be responsible for managing strategic partner relations, hold quarterly business review working a cross functional role with other departments. Being entirely a cloud service, your ability to work with internal engineering and network departments is critical in supporting strategic partners for Hardware, Integrators, Colocations and Network providers to ensure that the customer experience is optimal. Your ability to work independently with limited direction, communicate effectively across multiple organizations in disparate geographic locations, and provide timely status will be keys to success. Prior experience with Partner Management is a key requirement for this role.

Responsibilities and scope include both relations as well as working with Legal/Contracts. This is a key role that has a broad and visible scope across the organization. Being able to deliver against project deadlines and building relationships is critical to success.

What you get to do in this role:
• Build upon and enhance strategic partnerships processes across client’s Cloud Infrastructure
• Partner with the Engineering, Network, Procurement teams to own and manage the Partner relations
• Manage QBR’s and surveys of vendors performance
• Assist is driving Vendor MSA, Beta agreements with ServiceNow departments and Legal
• Organized technical discussions, service improvements plans
• Conduct surveys and gather feedback to present to internal and external teams
• Capture and report on vendor performance with internal departments using the Qualtrics platform
Qualifications
The candidate should have a background in global Vendor/Partner management and working with diverse Vendors.
To be successful in this role you have:
• A minimum of 5 years of experience is working in Partner or Service Management
• Degree in a finance/business field or equivalent work experience.  Success with delivering projects on-time and in scope.
• Demonstrated skill in writing, documentation for internal publication.
• An Operations or CSM background with an affinity for establishing and measuring KPIs
• Experience with holding QBR’s, Vendor performance tracking.
• Experience using Qualtrics is a big plus
• Cloud knowledge including Hardware, Network, Colocations, and Integrator services.
• A passion for process improvement with Six Sigma or Lean Certification
 
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