Senior Program Manager

7 days ago

Quezon City, National Capital Region, Philippines R1 RCM Full time

This position will require you to have a strong IT background, be a self-starter and meet established timelines with minimal oversight to be successful. Also, the desired candidate will be detail and task oriented while at the same time capable of seeing the broader picture. Maintains a solid understanding of R1's mission, vision, and values and upholds the standards of the organization.

Responsibilities:

  1. Oversee IT support team across a highly matrixed team that encompasses multiple office locations, geographies, and time zones.
  2. Responsible for quick and thorough responses of all escalations and resolutions for internal user support issues.
  3. Assuring users are provided efficient and timely Desktop support across the organization.
  4. Work closely with Operations, HR and finance for capacity planning and ensuring adequate hardware is procured and stocked to support both BAU and growth requirements.
  5. Provides incident and problem management support for all end point related issues; updates, monitors, and enforces adherence to SLA and KPI requirements working closely with internal and workplace service vendors.
  6. Ensure all end points are 100% compliant with R1's global security and gold image standards.
  7. Ensure all end of life, end of warranty and ewaste is handled in a timely and effective manner.
  8. Driving standardization and optimization of processes and procedures while creating a customer focused and continuous improvement culture.
  9. Handle critical incidents with a sense of urgency and quality to create a positive customer service experience. Keep critical stakeholders updated.
  10. Take full accountability and ownership of user issues and follow problems through with an end-to-end resolution.
  11. RCA follow-up, drive improvements where needed. Work across teams to ensure ITIL Problems are well-defined, and tasks are being delivered to close out issues and ensure non-recurrence.
  12. Develop and establish agile and user-focused service procedures, policies, and standards.
  13. Responsible for maintaining people management and vendor relationship management.
  14. Support technology deployments working with peers across network, telephony, security and other IT stakeholders.
  15. Interface and oversee daily operations for desktop support and depot operations.
  16. Mentor and motivate a team of Desktop Support Technicians and Workplace vendors to build a high-performance team.
  17. Act as a subject matter expert in support handling escalations, ensuring service being provided is up to standard.
  18. Collaborate with business stakeholders and cross-functional partners.
  19. Sets goals and objectives for team members for achievement of operational results.
  20. Ensures policies, practices and procedures are understood and followed by direct reports and stakeholders.
  21. Evaluate team performance on a regular basis ensuring KPIs are tracked, and SLAs are met.
  22. Help enhance end user documentation and internal KB articles. Identify and pursue opportunities for automation of common issues and requests.
  23. Collaborates with technical staff to standardize and systemize routine reports and metrics to distribute to applicable management and other internal end-users.
  24. Technical experience working in a Microsoft AD environment and other related technologies such as Intune and SCCM. Working knowledge of MACs and end point management, network, and workstation technologies.
  25. Assist the ITAM team in managing the IT asset management lifecycle process, from procurement to disposal.

Qualifications:

  1. Bachelor's degree or equivalent experience.
  2. Proficiency with standard ticketing and inventory management tools such as ServiceNow.
  3. Prior knowledge of vendor management skills.
  4. Advanced knowledge of IT Asset Management processes and workflows.
  5. Knowledge of IT infrastructure support (Systems, Network, Telephony, etc.).
  6. Understand ITIL concepts, framework and be at least V3 certified.
  7. Strong Excel Skills, including pivot tables.
  8. At least six years of experience in IT Infrastructure / End User Support / Asset Management, including managing contracts, software licenses, and maintenance agreements.
  9. Must have a strong IT background, be knowledgeable of information technology infrastructure products, and possess a thorough understanding of current technologies and how they relate to the business.
  10. Strong interpersonal skills to build partnerships with stakeholders and peers.
  11. Detail orientated combined with strong organizational skills and an aptitude for analytical thinking.
  12. Demonstrated ability to work well independently and as a part of a team.
  13. Strong verbal and written communication skills with ability to communicate clearly and concisely with internal and external customers, peers, vendors and executive leadership.
  14. Excellent analytical and problem-solving skills.
  15. Demonstrated commitment to excellence and customer service mentality.

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.

What's in it for you?

  • Competitive Total Rewards Package
  • Target variable incentives
  • Medical Plan (HMO) from Day 1 of employment with free dependents
  • Life insurance
  • Paid Time-Off Benefits
  • Sick Leave Conversion
  • Night Differential offered
  • Employee Referral Program
  • All Mandatory Statutory Benefits

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

Visit us on Facebook: https://www.facebook.com/r1rcmphilippines #R1Philippines #AllTogetherBetterinR1PH

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