About this role

Oversee end-to-end IT service delivery for the PCaaS program, including order processing, customer support and strategic initiatives.
Ensure compliance with customer business rules, SLAs, and audit requirements.
Manage inventory, returns, and B Stock redeployment to maximize cost savings and efficiency.
Developing and refining ServiceNow workflows for fulfillment, returns, and queue management.
Monitor service performance metrics and drive continuous improvement efforts.
Build and maintain Excel data models, pivot tables, dashboards, and tracking tools to manage KPIs.
Serve as the primary liaison between Future Tech, customers, depots, and third-party partners.
Lead and mentor queue managers, order processors, depot managers, and technical specialists.

5+ years of experience in IT service delivery, program management, or PC lifecycle services
Proven ability to manage both high-level strategy and detailed operational execution
Hands-on experience with ServiceNow workflows and ERP processes (or similar systems)
Strong background in reporting, data analysis, and executive-level communication
Bachelor’s degree
ITIL Foundation certification (preferred)
PMP certification is a plus

Program Manager

Key skills