Why Work at Rehlko Rehlko is an equal opportunity employer that prohibits discrimination and will make decisions regarding employment opportunities, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination, without regard to race, creed, color, ethnicity, religion, sex, pregnancy, childbirth, or related medical conditions, genetic information, age, national origin, citizenship, ancestry, caste, mental or physical disability, marital or familial status, sexual orientation, gender identity or expression, genetic information, political belief or affiliation, union membership status, military status, veteran status, or any other characteristic protected by national, state, local, or other applicable laws. Disability Accommodations It is the policy of Rehlko to comply with all applicable provisions of the Americans with Disabilities Act (ADA) and corresponding national, state, local, or other applicable laws. Rehlko will not discriminate against any qualified associate or applicant with respect to any terms, privileges, or conditions of employment because of a person's physical or mental disability. Rehlko will provide a reasonable accommodation to associates or applicants with disabilities, in accordance with applicable laws. If you have a disability and require an accommodation in the application process or during the course of employment, please contact EnergyJobsrehlko.com. Rehlko is an equal opportunity/affirmative action employer Why You Will Love this Job : Location: This position is remote in Mexico or the UK The Program Manager – IT Associate Experience is responsible for ensuring the delivery of high-quality IT support services across Rehlko. This role involves strategic planning, quality oversight, process improvement, and the implementation of best practices to enhance the efficiency and effectiveness of IT support services on a global scale. These will include, but are not limited to: Help Desk, Problem & Change Management, Knowledge Management, Order Management and Customer Portal. Working with the Sr. Manager – IT Associate Experience, they will be responsible for the oversight of Managed Service Provider, System Integrator and other Vendors involved in IT Service Management. We are seeking a strategically minded, highly process-driven individual with a passion for creating quality IT customer journeys and a strong background in continuous improvement and change management roles. Specific Responsibilities: Liaise with I&O Leaders, Service Integrators and Invested internal stakeholders to create a comprehensive program plan for Infrastructure & Operations that will accomplish Exit and lay the foundations for operational success in a BAU context. Leveraging the project plan, work to understand key dependencies and risks, documenting their impact as well as mitigation plans. Identify all supporting internal processes and governance practices needed to support the program. Document RACIs, Governance Principles, Operating Models etc. Lead a weekly Steerco of PMs supporting I&O deliverables to ensure that the program stays on track and that all workstreams are working collaboratively. Ensure that all I&O PMs report consistent and accurate program updates to the EXPO team. Manage weekly report-out to I&O Leadership of program progress. Working in partnership with leaders of the Managed Service Provider team, oversee the day-to-day operations of the global IT service desk to ensure timely and effective resolution of IT issues providing consistent and standardized service delivery across all regions. Ensure that Service Desk operations are aligned with ITIL best practices and other relevant industry standards. Lead and manage the global IT service desk team, including hiring, training, and performance evaluation for directly reporting internal resources and Managed Service contract. Foster a culture of continuous improvement, collaboration, and customer-centric service within the extended global team. Lead QBRs with Managed Service Provider and other SIs, reviewing service desk performance metrics to manage quality and identify areas for continuous improvement. Continuously Implement automation, orchestration and self-service capabilities to “Shift Left” and enhance service the Associate Experience. Participate in the development of the IT budget and manage the service desk budget effectively. Stay updated with industry trends and emerging technologies to recommend and implement innovative solutions. Develop and maintain strong working relationships with key stakeholders and other IT teams. Build intuitive associate experiences for IT through the IT Service Portal in ServiceNOW, overseeing design, governance and maintenance of this critical intake platform. Lead/Manage an annual portfolio of operational and continuous improvement projects for I&O, acting as Programmer Manager for supporting PMs and Technical Analyst. Requirements: Bachelor’s degree in information technology, Computer Science, Program and/or Change Management – OR equivalent industry experience. 5 years of experience in a program, change and or/IT Service Management leadership role overseeing collaboration tools or related IT functions. Experience with ServiceNOW as a holistic ITSM tool for Incident, Problem, Change, Order Management, Asset Management and other services. Experience in managing global or distributed teams. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and analytical skills. Ability to work in a fast-paced, dynamic environment. Relevant certifications (e.g., ITIL, Prince2, PMP) are a plus. Strong understanding of ITIL framework and IT Service Management standards across the industry. A deep understanding, at both functional and governance level, ServiceNOW and other integrated tools that deliver a best-practise support experience. A keen desire to stay on top of emerging technology trends and explore new solutions as they make sense for the business. A strong understanding of EnergyCo. Businesses and the Service, Process and Change Management needs that they have. Ability to prioritize workload and responsibilities in line with overall IT, and I&O strategy for any given period. Ability to pull, collate and analyze data from multiple sources for presentation to Executive Leadership in an appropriate, and accessible format. Ability to manage associate performance according to expected procedural standards and governance, deliver training and provide coaching/support to drive quality and consistency of approach across EnergyCo. support functions. Ability to communicate respectfully and openly with colleagues at all levels of the organization About Us Rehlko proudly offers a rich history steeped in creativity and commitment to our associates and communities, along with competitive benefits and compensation. Our Purpose—Creating an energy resilient world for a better future—and Values: Curiosity, Trust, Pace, and Excellence, are important cultural components that shape the way we work and relate to one another. Learn more about Rehlkoat https://www.rehlko.com/who-we-are.In addition to the investment in your development, Rehlko offers a benefits package including a competitive salary, health, vision, dental, 401(k) with Rehlko matching, and more?". Rehlko is an equal opportunity employer that prohibits discrimination and will make decisions regarding employment opportunities, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination, without regard to race, creed, color, ethnicity, religion, sex, pregnancy, childbirth, or related medical conditions, genetic information, age, national origin, citizenship, ancestry, caste, mental or physical disability, marital or familial status, sexual orientation, gender identity or expression, genetic information, political belief or affiliation, union membership status, military status, veteran status, or any other characteristic protected by national, state, local, or other applicable laws.