Program Manager

Are you a strategic leader with a passion for IT service delivery and lifecycle program management? We are seeking a Program Manager to oversee and drive the successful delivery of IT services within customer IT lifecycle programs. This role ensures efficiency, quality, and alignment with business objectives while managing service-related processes, stakeholder engagement, and continuous improvement initiatives.The ideal candidate combines strategic leadership with hands-on operational oversight—balancing high-level program management with the detail-oriented execution needed to navigate system constraints (ServiceNow) and customer-specific business rules.We are looking for someone who will:Take ownership of program successDeep-dive into Excel data models and performance metricsDrive process improvement and service alignmentThis position will be based out of our corporate headquarters, in Fort Lauderdale, FL. The work hours are from 8:30a - 5:30p. Eastern time. Our benefit offerings include Medical, Dental, and Vision Insurance, 401k with Company match and PTO. (Remote candidates may be considered.)This position involves working on client accounts that require U.S. Citizenship. This includes both on-site visits to secure locations and remote work related to those accounts.Key ResponsibilitiesIT Service Delivery & OperationsOversee end-to-end IT service delivery for the PCaaS program, including order processing, customer support and strategic initiativesEnsure compliance with customer business rules, SLAs, and audit requirementsManage inventory, returns, and B Stock redeployment to maximize cost savings and efficiencyEnsuring accurate order processing, ticket reconciliation, and reportingDevelop and refine ServiceNow workflows for fulfillment, returns, and queue management, ensuring accurate asset record creation and updatesImplement IT service management best practices to drive operational efficiencyMonitor service performance metrics and drive continuous improvement effortsData, Reporting & Continuous ImprovementBuild and maintain Excel data models, pivot tables, dashboards, and tracking tools to manage KPIs, scope, and schedulesReconcile data across ServiceNow, ERP, and customer CMDBs to ensure accuracyProduce customer-facing reports, including PMRs, QBRs, and executive summariesIdentify gaps, risks, and process inefficiencies; implement improvement and automation initiatives where possibleCreate repeatable project plans with clear milestones, workstreams, and stakeholder responsibilitiesStakeholder & Customer EngagementServe as the primary liaison between Future Tech, customers, depots, and third-party partnersProvide timely communication on ticket status, order fulfillment, and returns managementFacilitate regular stakeholder meetings, gather feedback, and align services with evolving business needsAct as an escalation point for ServiceNow or ERP workflow issues that impact executionTeam Leadership & DevelopmentLead and mentor queue managers, order processors, depot managers, and technical specialistsEnsure teams are trained on both customer-specific business rules and industry best practicesSet clear goals, conduct performance reviews, and foster a culture of accountability and continuous improvementService Management & ComplianceImplement ITIL-based frameworks for incident, problem, and change managementEnsure IT service operations comply with organizational policies, security standards, and customer regulationsOversee break/fix, warranty management, and asset lifecycle processesDevelop streamlined processes for cancellations, repairs, refurbishments, and disposal, including certificates of destruction and audit reportingInnovation & OptimizationContinuously assess service performance, implementing technology and process improvementsStay informed on emerging IT service and PCaaS trends, leveraging them to enhance program deliveryQualifications & RequirementsExperience5+ years of experience in IT service delivery, program management, or PC lifecycle services, with a strong focus on global operations and customer engagementProven ability to manage both high-level strategy and detailed operational executionHands-on experience with ServiceNow workflows and ERP processes (or similar systems)Strong background in reporting, data analysis, and executive-level communicationThis position involves working on client accounts that require U.S. Citizenship. This includes both on-site visits to secure locations and remote work related to those accountsEducation & CertificationsBachelor’s degreeITIL Foundation certification (preferred)PMP certification is a plusSkills & ProficienciesAdvanced Microsoft Excel (pivot tables, VLOOKUP, data modeling)Familiarity with asset lifecycle logisticsStrong leadership and stakeholder management skills, with the ability to translate technical complexity into business insightAnalytical, detail-oriented, and able to thrive in high-pressure environmentsCustomer-focused mindset with a commitment to continuous improvementAbout Future Tech Enterprise, Inc.Future Tech Enterprise, Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial, federal, and global clients. We are proud partners with technology innovators such as Dell Technologies, NVIDIA, Dell, Cisco, and others, helping our customers transform operations and drive digital modernization.Why Join Future TechInfluence the future of a rapidly evolving enterprise technology leaderCollaborate with industry giants and public sector innovators to co-create impactful solutionsEnjoy a dynamic, entrepreneurial culture with a clear executive mandate for innovation#FutureTechJobs