[Remote] Program Manager

Note: The job is a remote job and is open to candidates in USA. Future Tech Enterprise, Inc. is a recognized provider of enterprise IT solutions and services for commercial, federal, and global clients. The Program Manager will lead PCaaS IT service delivery and lifecycle programs, overseeing operations, ServiceNow workflows, reporting, compliance, stakeholder engagement, team leadership, and continuous improvement.

Responsibilities

• 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
• 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
• Serve as the primary liaison between Future Tech, 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
• 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
• 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
• 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

• 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
• 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
• ITIL Foundation certification (preferred)

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401k with Company match
• PTO
• Remote candidates outside of the Fort Lauderdale area will be considered
• Influence the future of a rapidly evolving enterprise technology leader
• Collaborate with industry giants and public sector innovators to co-create impactful solutions
• Enjoy a dynamic, entrepreneurial culture with a clear executive mandate for innovation

Company Overview