Program Manager

Pivital, Inc. provides and professionally manages IT technicians for global enterprises. Our geographic coverage is phenomenal with technicians in 180+ countries and all 50 states, and our expert project managers easily handle large scale, multi-site projects supported by our 24x7x365 service and field operation centers. Our focus on quality and advanced planning, combined with a mature support infrastructure for our techs results in successful onsite support and high client satisfaction.

Pivital's Core Values:  

• Trust is built through repeatedly honoring commitments and acting in good faith for employees, clients, and suppliers.  We will follow the law, behave ethically, and act with integrity.
• Respect will be demonstrated in every interaction.
• Client satisfaction is gained through high quality interactions with every work order, project, invoice, and through all B2B transactions.  We recognize we represent our clients to their customers and therefore deliver quality workmanship and behave professionally at all times. 
• Employee job satisfaction begins with commitment to delivering high quality IT field services.  Employees deserve a work environment free of bullying, harassment, violence.  We encourage respectful camaraderie, empathy and decency within the team and amongst all employees and contractors.

We are expanding our delivery team and actively hiring for the role of Program Manager.  The Program Manager must be an experienced leader in the IT Field Services industry able to lead a team of Project Coordinators to complete work orders in a fast-paced environment. The Manager must be willing to support the delivery team doing whatever task is necessary to satisfy the client, including but not limited to:

-          Delivering a quality customer service experience to customers through effective communications, prepped and organized project team, and completion of all deliverables

-          Understands the billing requirements for the services currently delivered

-          Performance Management including development and mentorship of junior team members

-          Thorough understanding of the client’s service statements of work for each account supported by your team

-          Communicating with clients for work preparation, status updates, and project closure. 

-          Escalation point for client issues

-          Taking ownership to ensure Project Coordinators provide all deliverables to clients

-          Organization of project documentation

-          Checking status of work order creation and assignment

-          Accepting calls at any hour to resolve issues

-          Resolving technician no-shows and customer turn-away

-          Leads meetings with the client/project stakeholders regarding your team’s status

-          Accommodating late and last-minute project updates and schedule changes

-          Assisting Project Coordinators with tasks during volume spikes

-          Advising Project Coordinators on best approaches when resolve day-to-day issues

-          Creating strong relationships with clients, and be considered a go-to supplier for emergencies

-          Recognize systemic project problems and creatively solve them with appropriate internal escalation and communications with clients

Qualifications:

-          Bachelor’s degree or 10+ years industry experience

-          Experience reading Statements of Work and ensuring services meet all the requirements

-          Experience meeting SLAs and project schedules within budget

-          Strong performance management experience

-          Strong team development experience

-          Good judgment with the ability to make timely and sound decisions.

-          Effective Leader/supervisor of remote home-based team

-          Flexible hours base on the needs from clients  

-          Excellent communication skills

-          Experience using MS Office and standard business software