Program Manager - WPS

Zensar • Dallas, TX

3d • Remote

About The Position

Program Manager - WPS
Dallas, TX (Remote)
Salary: $155,000 + Standard Benefits
Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.
Here's how you'll contribute:
In this role you will help us:
Evaluate customer feedback to develop ideas for continued service quality improvements to service delivery;
Be knowledgeable about the Agreement related to the service requirements for their area of responsibility;
Ensure that the service delivery for all the Providers services are performed to the requirements defined in Schedule 2A – ITSM Statement of Work;
Develop, maintain, and continuously update Procedures used by the Provider for the delivery Services for the area of responsibility as needed and manage the implementation of Changes to the Services when Procedures are updated;
Monitor and report on the Provider’s performance for that service area of responsibility as required by this Agreement;
Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue;
Assists the Solution Architect in the design and recommendations related to the Services for their area of responsibility;
Coordinate communication with all parties involved in the service delivery process to ensure end-to-end delivery of services to the Customer’s End Users;
Develop and maintain relationship with Customer’s counterparts for the delivery of services within their area of responsibilities;
Advantage at Zensar
We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.
Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:
Putting people first
Client-centricity
Collaboration
Grow. Own. Achieve. Learn. with Zensar: www.youtube.com/watch?v=i2NZsiQqVnU
Ready to #ExperienceZensar?
Begin your application by clicking on the ‘Apply Online’ button below. Be sure to have your resume handy!
If you’re having trouble applying, drop in a line to [email protected].

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

Requirements

• 10 years of experience in managing service delivery for big organization.
• Strong experience on managing service desk, desk side support, SCCM, Intune, Exchange, AD and Cross Functional teams.
• At minimum certified ITIL service management foundation at a minimum with a practitioner level or higher is desired.
• Strong project, customer service, communication, and service management skills based on experience with outsourcing arrangements.
• Knowledge and experience of industry standards such as ITIL v4, ISO 20000, COBIT, and CMMI — SVC at level 3 at minimum.
• Preferably trained in ISO 9001 process quality management.
• Strong knowledge of measurement processes, procedures and methodologies, including the ability to drive internal behavior.
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet customer’s end-to-end service levels.
• Able to handle the escalations and ensure to come up with Continuous Improvement plans.
• Ability to understand, design, implement, and manage ITSM management processes and procedures in an outsourcing environment.

Responsibilities

• Evaluate customer feedback to develop ideas for continued service quality improvements to service delivery
• Be knowledgeable about the Agreement related to the service requirements for their area of responsibility
• Ensure that the service delivery for all the Providers services are performed to the requirements defined in Schedule 2A – ITSM Statement of Work
• Develop, maintain, and continuously update Procedures used by the Provider for the delivery Services for the area of responsibility as needed and manage the implementation of Changes to the Services when Procedures are updated
• Monitor and report on the Provider’s performance for that service area of responsibility as required by this Agreement
• Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue
• Assists the Solution Architect in the design and recommendations related to the Services for their area of responsibility
• Coordinate communication with all parties involved in the service delivery process to ensure end-to-end delivery of services to the Customer’s End Users
• Develop and maintain relationship with Customer’s counterparts for the delivery of services within their area of responsibilities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level