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Job Title: Program Manager – IT Service Delivery
Type: Direct Hire
Location: Remote (U.S.-based)
Work Hours: Monday–Friday, 8:30 AM – 5:30 PM EST
Role Overview
The Program Manager will oversee and drive the successful delivery of IT services within customer IT lifecycle programs. This role is responsible for ensuring operational efficiency, service quality, and alignment with customer business objectives across device lifecycle and PCaaS initiatives.
The ideal candidate brings a balance of strategic leadership and hands-on operational execution, with the ability to work within system constraints (ServiceNow and ERP platforms) while managing customer-specific business rules, service levels, and continuous improvement efforts.
Key Responsibilities
IT Service Delivery & Operations
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Oversee end-to-end IT service delivery for PCaaS and lifecycle programs, including order processing, customer support, and strategic initiatives.
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Ensure compliance with customer business rules, SLAs, and audit requirements.
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Manage inventory, returns, and B-stock redeployment to maximize cost savings and operational efficiency.
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Ensure accurate order processing, ticket reconciliation, and operational reporting.
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Develop, refine, and enforce ServiceNow workflows for fulfillment, returns, and queue management.
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Implement IT service management best practices to improve operational performance.
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Monitor service performance metrics and drive continuous improvement initiatives.
Data, Reporting & Continuous Improvement
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Build and maintain Excel-based data models, pivot tables, dashboards, and KPI tracking tools.
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Reconcile data across ServiceNow, ERP systems, and customer CMDBs to ensure accuracy and integrity.
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Produce customer-facing deliverables including PMRs, QBRs, and executive summaries.
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Identify operational gaps, risks, and inefficiencies and implement corrective actions or automation where possible.
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Create repeatable program plans with clear milestones, workstreams, and ownership.
Stakeholder & Customer Engagement
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Serve as the primary liaison between internal teams, customers, depots, and third-party partners.
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Provide consistent communication on ticket status, order fulfillment, returns, and service performance.
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Facilitate recurring stakeholder meetings and align services with evolving business needs.
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Act as the escalation point for ServiceNow or ERP workflow issues impacting delivery.
Team Leadership & Development
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Lead and mentor queue managers, order processors, depot managers, and technical specialists.
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Ensure teams are trained on customer-specific business rules and operational best practices.
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Set clear expectations, provide feedback, and foster a culture of accountability and continuous improvement.
Service Management & Compliance
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Apply ITIL-based frameworks for incident, problem, and change management.
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Ensure service operations comply with internal policies, security standards, and customer regulations.
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Oversee break/fix, warranty management, and asset lifecycle processes.
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Manage processes for cancellations, repairs, refurbishments, and secure asset disposition, including audit documentation.
Innovation & Optimization
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Continuously evaluate service performance and recommend process or technology enhancements.
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Stay informed on emerging IT service delivery and PCaaS trends to improve program outcomes.
Required Skills and Experience
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5+ years of experience in IT service delivery, program management, or IT asset lifecycle services.
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Proven ability to manage both strategic initiatives and detailed operational execution.
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Hands-on experience with ServiceNow workflows and ERP-driven processes (or similar systems).
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Strong background in reporting, data analysis, and executive-level communication.
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Advanced Microsoft Excel skills including pivot tables, lookups, and data modeling.
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Experience working in SLA-driven, customer-facing environments.
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Strong leadership, stakeholder management, and problem-solving skills.
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Analytical, detail-oriented, and able to operate effectively in fast-paced environments.
Education & Certifications
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Bachelor’s degree required.
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ITIL Foundation certification preferred.
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PMP certification is a plus.
Additional Requirements
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U.S. Citizenship required due to work with regulated client accounts, including secure-site visits and remote support.
Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.
To Apply for this Job Click Here
Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.