Program Manager - WPS

Why Zensar?

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts.  We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do.  In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum.  These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar! 

 

Zensar is looking for a Program Manager in the United States (%100 Remote). This position is open for Full Time with excellent benefits and professional growth opportunities.

 

About the Role

• 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;

 

Experience:

• 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.

 

Education:

• Master’s Degree – Information Technology

 

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.

 

All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.

Zensar values your privacy. We’ll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice 

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.