Senior Technical Program Manager, Hospitality Cloud - AMS

Note\:  We are unable to provide visa sponsorship for this role at this time.  No candidates requiring visa sponsorship will be considered.

The Senior Technical Program Manager is responsible for administering process and change management, developing business analytics across the department and building strong working relationships with other teams.

In this role you will work with cross functional teams to understand their requirements, how our solutions support their business and what service measurements and KPIs/metrics would help show continuous improvement.  Coordinate with internal groups to ensure systems and processes are optimized to meet the customer’s and business objectives and clearly measure the required outcomes. This position also plays a key role in coordinating and managing maintenances, quality and operational reports and dashboards for Management and Internal Functional teams. 

Responsibilities\:

• Participate and manage strategic initiatives and projects that support the optimization and overall delivery quality of the Cloud Service delivery for customers.
• Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery.
• Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions
• Drive improvement of the overall Change management process.
• Manage customer escalations and work closely with members of the Cloud Services Delivery organization to support all aspects of SaaS hosting delivery for assigned customer accounts.

Job Requirements\:

• Skilled at establishing and managing cross functional relationships.
• Ability to measure KPIs, change management dashboards and define new ones as per business needs.
• Exceptional problem solving, issue resolution and customer service skills.
• Comfortable working in a highly matrix environment.
• Excellent coordination skills.  
• Work closely with management towards service level measures and share metrics based dashboards to improve operational excellence.
• Locate and define new process improvement opportunities.
• Participate in internal customer service health and business reviews.

Qualifications\:

• Minimum required\: Bachelor’s degree in information systems or related field preferred.
• Minimum 3 years of work experience with increasing levels of responsibilities as a service delivery manager, customer success manager or technical program management.
• Excellent analytical and decision-making skills.
• Minimum 2 years of demonstrated prior experience of service delivery in a SaaS, IaaS or PaaS delivery organization.
• Demonstrates a positive attitude and energy.
• Self-motivated, excellent work ethic, goal oriented and strong team player.
• Strong written and oral communication skills.
• Able to work off hours when needed.
• Knowledge of ITIL framework.