IT services Program Manager

IT services Program Manager

Mountain View, CA, USA
Austin, TX, USA
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Mountain View, CA, USA; Austin, TX, USA.

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Qualifications
Minimum qualifications:
5 years of experience designing and managing programs in a corporate setting
Experience working in an agile scrum project management environment
Experience designing IT support processes (e.g., establishing service level objectives (SLO) and KPIs)

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Preferred qualifications:
5 years of experience designing products or services in an operations focused organization
Experience identifying and implementing process improvements and exercising business and technical understanding to drive the organization’s long-term objectives.
Experience influencing, prioritizing, and driving projects across partner teams
Experience working with customer support operations, engineering, and horizontal/enablement teams

About the job
A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.

As a Program Manager, you will focus on managing a portfolio of specialized support services that dig into focused, highly technical, topics.

In this role, you will ensure that Google workers with complex and challenging IT issues have access to highly specialized support offerings to resolve their issues.

At Corp Eng, we build world-leading business solutions that scale a more helpful Google for everyone. As Google’s IT organization, we provide end-to-end solutions for organizations across Google. With an inclusive mindset, we deliver the right tools, platforms, and experiences for all Googlers as they create more helpful products and services for everyone. In the simplest terms, we are Google for Googlers.

Responsibilities
Develop and manage a portfolio of specialized IT support services, providing Googlers with the most complex IT issues access to support services equipped to resolve and escalate those issues.
Use data, insights, and research to inform a multi-year approach to iterating on technical support services offered to Googlers with a focus on improving the overall customer experience while also generating business value.
Break down a complex and ambiguous problem space into clear goals, objectives, and milestones, driving efforts in the specialized services portfolio to completion.
Manage full lifecycle of service maturity from earliest stage experiment to fully operational scaled service.
Facilitate, manage, and oversee work undertaken to develop services and, once established, ensure services consistently meet KPI and SLO targets you've established and set.
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