The IT Regional Operations Liaison Program Manager will oversee and manage regional IT operations, ensuring efficient and effective service delivery across multiple sites. This role involves attending leadership and management meetings to discuss regional operations concerns, developing strategies to improve regional relations, processes, and customer service, and ensuring compliance with policies for contractual agreements.
The Program Manager will be responsible for identifying and addressing operational challenges, implementing best practices, and fostering a culture of continuous improvement within the IT department. Strong collaboration with cross-functional teams is required to develop and implement strategies for program improvement and operational efficiency. Additionally, the Program Manager will serve as a liaison between different departments and external partners to facilitate effective communication and collaboration, ensuring that all stakeholders are aligned and working towards common goals.
The Program Manager will also be involved in obtaining appropriate licensing for regional application projects and leading collaboration and strategy for regional customer service opportunities. Furthermore, this position may evolve to include supervisory responsibilities in the future.
Overall, the IT Regional Operations Liaison Program Manager plays a critical role in ensuring the smooth operation of regional IT services, driving improvements in customer service, and maintaining compliance with legal and regulatory requirements. This position offers an exciting opportunity to make a significant impact on the organization''s IT regional operations and contribute to its long-term success.
Essential Job Functions
Attend leadership and management meetings to discuss IT regional operations concerns and opportunities
Develop and implement strategies to improve regional relations, processes, and customer service
Partner with regional site leadership to identify and address challenges, escalate concerns, and develop solutions
Collaborate with IT department personnel, managers, and leadership in tackling challenges, aiding problem-solving, and troubleshooting process-related concerns.
Team up with cross-functional teams to develop and implement strategies for program improvement and operational efficiency
Represent the regional IT team in organizational meetings, ensuring alignment with organizational goals and objectives. This may include ePMO Governance, ITLT/ITMT, and ServiceNow Support and Governance where IT Regional representation is needed to ensure quality customer service outcomes.
Establish and maintain positive relationships with regional partners, including regional leadership, CEOs, and their respective staff. Handle escalations, including projects.
Develop effective communication and relationship-building strategies, including scheduled calls and visits with regional partner sites, connecting sites with appropriate teams for projects or requests, and assisting in ticket resolution and escalation
Oversee IT regional invoicing, ensuring accuracy and timely processing
Review the regional IT budget numbers and financials
Evaluate and enhance processes and policies, ensuring ongoing development and improvement
Address regional data requests and reporting needs
Track and report on Demand/Project requests, communicating priority projects to ePMO and leadership for escalation
Review regional requests to pinpoint areas that may benefit from standardization
Develop and manage quotes and proposals for regional site projects, ensuring alignment with organizational goals and objectives
Maintain knowledge of master and regional contracts, assist with contractual paperwork, ensure compliance with legal and regulatory requirements, and collaborate with the appropriate teams for new site setups and contract renewals
Obtain appropriate subscription/licensing for regional application/software projects, coordinating with relevant stakeholders to ensure timely and accurate processing
Follow policies for contractual agreements that require schedule agreements for regional facilities, including those under master agreements with third-party applications/vendors
Escalate issues to the appropriate leader for quick resolutions, ensuring prompt and efficient problem-solving
Stay informed about IT procedures and policies, including project management and resource allocation, and guide regional partners on the correct processes for requesting IT services
Track and report on IT SLAs for the regional partners, including setting and monitoring performance metrics for regional IT operations, ensuring continuous improvement and accountability
Identify areas for improvement in IT Customer Service processes and procedures within the region and collaborate with leadership to implement solutions
Provide guidance and support to team members, fostering a collaborative and efficient work environment
Support, Collaboration and Communication:
Foster a culture of collaboration and continuous improvement within the regional IT team, regional partners, and their leadership teams
Develop and maintain strong relationships with regional stakeholders, ensuring effective communication and collaboration
Collaborate with other departments and teams to identify and implement best practices for regional IT customer service
Communicate changes in processes and procedures to regional sites and ensure timely implementation.
Provide support to existing sites and any new sites added, manage customer interactions, address challenges and opportunities, and collaborate with IT Department Managers/Leadership on ticket or project requests for the region.
Advocate for Information Technology best practices throughout the region by leveraging technical expertise and skills to achieve optimal outcomes.
Combine efforts with ePMO leadership, business analysts, and project managers on demands and projects related to regional initiatives to enhance communication across the region, involve regional site leadership, and promote exceptional customer service.
Foster a culture of collaboration and continuous improvement within the regional IT team, regional partners, and their leadership teams
Develop and maintain strong relationships with regional stakeholders, ensuring effective communication and collaboration
Collaborate with other departments and teams to identify and implement best practices for regional IT customer service
Communicate changes in processes and procedures to regional sites and ensure timely implementation.
Provide support to existing sites and any new sites added, manage customer interactions, address challenges and opportunities, and collaborate with IT Department Managers/Leadership on ticket or project requests for the region.
Advocate for Information Technology best practices throughout the region by leveraging technical expertise and skills to achieve optimal outcomes.
Combine efforts with ePMO leadership, business analysts, and project managers on demands and projects related to regional initiatives to enhance communication across the region, involve regional site leadership, and promote exceptional customer service.
Engage in various regional groups to stay informed about important topics and events. Participate in groups like the Integrated Decision Council (IDC), Regional Ambassadors, Affinity Groups, and CIS Leads team.
Attend regional project calls as needed to understand the scope of work, provide quotes/proposals, and be a liaison between regional sites and the IT Department.
As the role evolves, there may be opportunities to manage other team members in the future.