Technical Program Manager (SaaS/PaaS/IaaS)

Date required:1/15/14

Type: Contract to Hire – Term 6 Months +

Location: San Francisco

Description:

In this role, the Technical Program Manager will manage SaaS/PaaS/IaaS programs that improve operational efficiency and consistency. The Technical Program Manager drives policies and procedures that monitor and support the organization’s operational and service objectives. He / She is also responsible for administration, knowledge management, and communications. Analysis of our PMO processes and provides advice to management in the areas of operations, resource management, cost and/or contracts. ITIL Service and Cloud Project Management experience is required to excel in this position. The candidate must be able to take initiatives by themselves, set priorities on their own, and be an excellent team player.

A successful candidate for this position will have a track record of scaling organizations, achieving operational effectiveness, driving transparency, operating across geographies and working closely with other business and policy leaders. The service operations aspects of this organization scale across the globe, with many 24×7 and high-uptime (99.99%) service agreements in place. Budget forecasting, cost management and vendor management are also critical aspects of this group with operating budgets in excess of $50M.

Responsibilities:

  • Establish appropriate policies and procedures that help drive reliability, efficiency, accuracy, and customer trust
  • Key contributor to strategy development and implementation of PMO practices
  • Provide leadership and instruction to a team of project managers specifically with respect to continuous improvement, organizational effectiveness and the establishment of a truly scalable customer-service oriented organization
  • Work with the Service Owner(s) to ensure that processes are designed to meet the organizations requirements for effectiveness and efficiency in meeting service level commitments as agreed
  • Conduct Quarterly Service Reviews (QSRs) ensuring that key stakeholders are engaged across the Organization and reviewed
  • Ensure that all SaaS/PaaS/IaaS service stakeholders are continuously kept abreast of process standards
  • Ensure that metrics and measurements for compliance to implemented processes are developed and documented
  • Work with the service owner to develop and continuously improve service management processes
  • Performs analysis of reporting on metrics to identify inefficient processes and devise an improvement plan
  • Strong communicator with excellent presentation skills who can represent this organization at all levels
  • Tracking and developing compliance to PMO standards
  • Managing escalation processes and incident management systems for efficiently reacting to service availability and quality issues
  • Ensure that the emerging breadth of production Client’s cloud based applications and services are a best-in-class experience for our customers.
  • Drive innovation and integration of new processes and technologies into projects and activities in the organization
  • Effectively collaborate, build relationships and influence team members to achieve program objectives

Requirements:

  • MA/MS and BA/BS in Computer Science, Information Technology, or technical field
  • PMP (or similar project management) certification required
  • ITIL v3 Foundation certification required
  • ITIL v3 SOA (Service Offerings and Agreements) certification a plus
  • 5+ years of professional cloud compute work experience, ideally in global management and operations of highly trafficked customer-facing applications
  • 4+ years’ experience successfully deploying Cloud technologies in a global environment
  • 6+ years of Project Management experience with large-scale projects ($2M+)
  • 3+ years of SCRUM/agile Project Management experience
  • Proven track record in deploying automation to Cloud Operations & Services in both internal and external Cloud infrastructure
  • Ability to balance short term tactical decisions with long term strategic thinking
  • Clear presentation, written, verbal, and interpersonal communication skills
  • Solid understanding of technical issues and opportunities related to modern cloud infrastructure and operations
  • Good general knowledge of Internet technology and software development lifecycle, including current industry trends and their application
  • Experience interacting and collaborating across all levels of the organization, customers, and external contacts with a professional demeanor and diplomacy

This position is Contract to Hire. Candidates who are US Citizens or Green Card please apply.

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