Job details
Job type full-time
Full job description
The service delivery program manager works closely with internal teams including: product management, customer operations, ni manufacturing, service managers and sales account managers throughout americas, asia, and europe.
To be a successful service delivery program manager, you should demonstrate strong interpersonal, leadership, teamworking, and effective communication skills paired with customer service and solution driven mentality to collaborate with team members and external customers to identify, analyze, and solve problems in fast paced environmentsAdditionally, a successful program manager has strong alignment to the culture, values, and mission of ni, the ni services function, and the hardware services team.
Core job responsibilities
Customer management : work directly with sales and customer to develop service proposal, set expectations and slas for service deliveryIdentify customer needs and overseeing service delivery within the business contextManage escalationsAssess customer feedback and use your creativity to establish, improve, and refine servicesAttend or lead customer on-site events and service reviews
Act as the single point of contact for the: project or service agreement executionDevelop a communication plan and ensure execution to the plan, resulting in professional and consistent communication with the customer and other stakeholdersEffectively negotiate scope and schedule changesAccurately identify and communicate internal and external customers’ needsOrganize and facilitate operations reviews that ensure key stakeholders are presented with accurate and concise information to make decisions.
Influence others to ensure successful service delivery: frequently collaborate with other departments such as manufacturing, r&d, operations, quality and sales and lead with influence to ensure the success of your project or service delivery and set the stage for future success of your next engagement working with these stakeholdersDevelop a sense of urgency in stakeholders while also building a solid foundation for future collaborationWork with business owners to communicate delivery schedules, project plans, etcCommunicate project updates to internal stakeholders and external customersDrive alignment with training programs across applicable cross-functional teams.
Lead project analysis on resource, schedule & budget planning and risk assessment: monitor and report out to stakeholders on project costs, status, quality; escalate issues when necessaryEvaluates and approves changes that substantially impact the scope, budget, or schedule of a project or service agreement.
Collaborate with resource managers to ensure appropriate staffing on projects: influence and make decisions about scope, schedule, and resources for project or service contract fulfillmentProvide input and business justification for capability roadmap and development.
Create project plans that drive successful, measurable project execution: ensure technical feasibility, financial viability, risk assessment and schedule are well understood by stakeholdersIdentify and document customer requirementsWork with project team to determine the technical and operational planCreate a work breakdown structure to plan project budget and routinely reassess as neededActively manage risks to identify changes and mitigation strategiesClearly communicate all schedule constraints and delivery milestonesEnsure deliverables are met according to sla.
Drive alignment and prioritization with cross-functional teams: lead team meetingsManage escalations and report out to senior leadershipDrive alignment and prioritization with cross-functional teamsAttend or lead customer meetings to discuss service capabilities and develop relationships.
Behavioral traits for success
Ability to work independently and collaborate with minimal direction
Strong interpersonal skills to interact with team members and external customers
Solution driven - strong analytical skills to identify, analyze and solve problems
Strong personal organizational and project planning skills
Ability to prioritize, multitask and quickly switch context
Possess strong work ethic and drive to succeed
Basic requirements
Bachelor’s degree in engineering, business management, information systems; or equivalent experience
2 to 7 years` experience in business analysis and/or project management
Experience in delivering services and supporting long term programs.
Experience in customer-facing roles.
Strong english skills is a must (ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings)
Experience leading cross-functional teams or projects
Willing and able to travel up to 10%
Preferred requirements
Experience managing maintenance or services program in automotive or semiconductor industry
Demonstrated success in managing complex global projects; high attention to detail
Proven success in meeting aggressive deadlines and ability to handle high stress situations
Ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings
Understanding of high-tech service industry
Experience with oracle and salesforce applications
Please note that pursuant to a government contract, this specific position requires u.sCitizenship status.
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Why ni?
There are many reasons to consider joining a companyKey among them are the people, the ideas, and the technologyAt ni, we believe in the power and potential of connecting the three to create a path to success.
The people : we’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.
The ideas : what did you want to be when you grew up? did you want to program robots? build flying cars? leave the world better than you found it? at ni, we build on the big ideas of big dreamers to make their visions a reality.
The technology : with our tailored, software-connected approach, we support our customers through all phases of the product development cycleFrom 5g and medical innovations to autonomous driving and the future of space travel, we help our customers engineer ambitiously every day.
We’ve long been globally recognized as a top employerOur compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community givingWe encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.
No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.
Are you up for the challenge of helping shape humanity for the next 100 years? if so, let’s get started, and let’s engineer ambitiously together.
