• Program Manager - Lifecycle Services

    Job Locations US-NJ-Somerset
    Requisition ID
    2018-2340
    Category
    Customer Service/Support
  • Job Summary

    SHI has an exciting opportunity to join SHI’s Enterprise Solutions Group (ESG) as a Program Manager - Lifecycle Services. This position will be focused on proactively supporting SHI customers with account management and service delivery operations.

    Responsibilities/Job Function

    Responsibilities include, but not limited to:

    • Account Management
    • Managing daily operations of a large Retail Cooperative
    • Single point of accountability for all services
    • Responsible for all ongoing service management, reporting, escalation, and customer management
    • Act as the primary liaison with customer management
    • Supervise the day-to-day activities of the team members
    • Ensure that the team is properly sized to meet service requirements
    • Handle problem escalations within the SHI Team
    • Provide customer with reports on all activity
    • Participate in IT operational reviews and planning activities, as requested
    • Meet as needed to discuss any issues and remedies plus exchange information about customer’s plans for the immediate future.
    • Manage all aspects of order placement, tracking and delivery
    • Manage all aspects of services delivery to meet or exceed requirements.
    • Managing multiple resources, either internal SHI consultants or partners
    • Assembling the delivery team and creating, maintaining, and executing to a project plan
    • Tracking action items
    • Conduct Executive status meetings with customer management
    • Reporting on status
    • Tracking all service deliverables

    Qualifications/Minimum Skills Required

    • Directly related experience as a Program Manager or Operations Manager
    • Understanding service delivery management in a retail or point of sales environment
    • 7-10 years working in customer facing or customer support roles including large Enterprise Commercial, and Strategic customers
    • Excellent organization, communication, verbal & written skills
    • Must be results driven with a strong sense of urgency
    • Ability to travel as needed – candidate will be expected to travel to customer sites/attend ESG meetings
    • Strong resource management skills.
    • Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint
    • Completed 4 year college degree or direct equivalent experience

    Well qualified candidates will possess: 

    • Previous experience in IT delivery and operations
    • Previous Project and or Program Management skills are strongly preferred

    Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

    Certifications Required

    • PMI (PMP, PgMP) certifications are a plus

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