Expert Support Engineer- Program Manager - Support
Core
Leading and governing multiple complex engagements within the Surround Support portfolio, driving end-to-end program execution and delivery excellence across customer accounts.
Role type
Senior Program Manager (IT Services & Support)
Builds
End-to-end program execution and service delivery for enterprise clients
Domain
IT Services, Support, Program Management
Deliverable
client delivery
Required skills
Program management, stakeholder management, risk management, resource allocation, capacity management, process improvement, incident management, executive communication
Preferred skills
PMP/PgMP/PRINCE2 certification, Master's degree, Agile/Waterfall/Hybrid methodologies
Technologies
N/A
Responsibilities
Lead and manage multiple concurrent programs/projects, establish governance frameworks including cadence calls and reporting, act as primary interface for senior customer stakeholders, build relationships across Product Development and Engineering teams, provide executive-level updates and program status reports, oversee program planning and resource allocation, track and manage risks and escalations, drive initiatives for operational efficiency and automation, promote best practices in incident management and service delivery, identify opportunities for optimization and cost efficiency
Seniority
Senior, hands-on IC with strategic oversight