Milestone Technologies, Inc.

  • Program Manager

    Job ID
    2018-6542
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Network Engineering / Network Administration
  • Overview

    • Manage the relationship with client account leadership team
    • Develop new programs as needed by client in line with Milestone Policies
    • Maintain operational level agreement SOW as well as planning requirements while handling and managing issues
    • Serve as escalation to assist in contacting the responsible group within Service Delivery team to ensure adequate support is provided with an existing or potential problem
    • Implement policy directives emanating from the Client in conjunction with Milestone's goals and policies
    • Assume overall staff leadership role in guiding all administrative, fiscal, treatment, and counseling activities
    • Design and implement team Lead roles
    • Engage in weekly team meetings to get direct employee feedback
    • Benchmark individual staff and team performance to achieve clients KPIs/SLOs
    • Recommend efficiency gains in services as program volumes increase
    • Monitory and distribute workload to maximize staff time and achieve client objectives
    • Provide detailed reporting to the Services Delivery Executive for each program as requested
    • Build networks and alliances across services to develop strategic alliances
    • Participate in new business development

    Responsibilities

    • Excellent analytical and problem solving skills
    • Excellent verbal and written communication skills
    • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
    • Must be able to work in a fast paced environment handling multiple activities simultaneously
    • Must be self- motivated, able to work independently and as a team member
    • Ability to exercise judgment and make sound decisions under pressure
    • Ability to easily communicate with employees and all levels of management
    • Excellent prioritizing, planning and organizational skills
    • Understanding of advanced technology service metrics, processes, and practices
    • Ability to handle multiple projects and tasks simultaneously
    • Ability to work with others to resolve problems, handle requests or situations
    • Strong relationship building skills
    • Ability to adapt/openly accept change
    • Takes accountability for decisions and actions
    • Takes an active role in personal growth and self-development
    • Ability to manage multiple projects

    Qualifications

    • Support Networking/IT technology client service (Infastracutio & Project Coordination)
    • Strong communication, analytical, and teamwork skills is a must
    • Ability to work in a fast paced environment while focusing on more than one task at the same time is a requirement
    • Five or more years of progressive management experience in a high-volume Networking/IT support service environment (Infrastructure and Projecting Coordination)
    • Experience in customer support services arena, analyzing metrics and managing global programs
    • Demonstrate superior customer service skills and knowledge of continuous quality improvement practices
    • Demonstrate the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management
    • Must be able to input, monitor and manipulate data from various applications
    • Must have the ability to work a flexible work schedule

     

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.