The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Program Manager in for a remote opportunity.

Role Description.

• 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.
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.

IT Service Delivery & Operations
• 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.
• Ensuring accurate order processing, ticket reconciliation, and reporting.
• Develop and refine ServiceNow workflows for fulfillment, returns, and queue management, ensuring accurate asset record creation and updates.
• Implement IT service management best practices to drive operational efficiency.
• Monitor service performance metrics and drive continuous improvement efforts.
Data, Reporting & Continuous Improvement
• Build and maintain Excel data models, pivot tables, dashboards, and tracking tools to manage KPIs, scope, and schedules.
• Reconcile data across ServiceNow, ERP, and customer CMDBs to ensure accuracy.
• Produce customer-facing reports, including PMRs, QBRs, and executive summaries.
• Identify gaps, risks, and process inefficiencies; implement improvement and automation initiatives where possible.
• Create repeatable project plans with clear milestones, workstreams, and stakeholder responsibilities.
Stakeholder & Customer Engagement
• Serve as the primary liaison between, customers, depots, and third-party partners.
• Provide timely communication on ticket status, order fulfillment, and returns management.
• Facilitate regular stakeholder meetings, gather feedback, and align services with evolving business needs.
• Act as an escalation point for ServiceNow or ERP workflow issues that impact execution.
Team Leadership & Development
• Lead and mentor queue managers, order processors, depot managers, and technical specialists.
• Ensure teams are trained on both customer-specific business rules and industry best practices.
• Set clear goals, conduct performance reviews, and foster a culture of accountability and continuous improvement.
Service Management & Compliance
• Implement ITIL-based frameworks for incident, problem, and change management.
• Ensure IT service operations comply with organizational policies, security standards, and customer regulations.
• Oversee break/fix, warranty management, and asset lifecycle processes.
• Develop streamlined processes for cancellations, repairs, refurbishments, and disposal, including certificates of destruction and audit reporting.
Innovation & Optimization
• Continuously assess service performance, implementing technology and process improvements.
• Stay informed on emerging IT service and PCaaS trends, leveraging them to enhance program delivery.

Skills and Requirements

• 5+ years of experience in IT service delivery, program management, or PC lifecycle services, with a strong focus on global operations and customer engagement.
• 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.
• 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.
• Bachelor’s degree.
• ITIL Foundation certification (preferred).
• PMP certification is a plus.
• Advanced Microsoft Excel (pivot tables, VLOOKUP, data modeling).
• Familiarity with asset lifecycle logistics.
• Strong leadership and stakeholder management skills, with the ability to translate technical complexity into business insight.
• Analytical, detail-oriented, and able to thrive in high-pressure environments.
• Customer-focused mindset with a commitment to continuous improvement.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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