Staff Service Delivery Program Manager, Delivery Management Position Overview and Responsibilities The NI Service Delivery Management Team has an immediate opening for a Service Delivery Program Manager. The successful candidate for this position will be responsible for maintaining strong customer relationships and ensuring successful delivery of Post-Sales Services to meet the expectations of NI's customers. The Services Delivery Program Manager will work with a wide and diverse set of people and resources to define and manage service delivery to ensure customer success with NI services.
The Service Delivery Program Manager works closely with internal teams including: Product Management, Customer Operations, NI Manufacturing Service Center, and Sales Account Managers throughout AMER, EMEA and APAC.
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 environments. Additionally, a successful Program Manager has strong alignment to the culture, values, and mission of NI, the NI Services function, and the Delivery Management
Core Job Responsibilities Customer Management : Independently develop comprehensive service proposals, SLAs, and expectations. Proactively identify and adjust service delivery strategies to align with evolving customer needs. Oversee all aspects of service delivery and ensure continuous improvement. Take charge of complex escalations and demonstrate strong problem-solving skills. Utilize creativity to enhance and optimize services based on in-depth feedback analysis. Lead customer on-site events and service reviews to ensure exceptional client satisfaction. Act as the single point of contact for the: Continue to serve as the primary point of contact, handling complex project or service agreement execution. Develop advanced communication plans, ensuring professionalism and consistency even in challenging situations. Expertly negotiate scope and schedule changes, using negotiation skills to align with organizational goals. Act as a proactive advocate for customers, ensuring their needs are met and often anticipating future needs. Lead operations reviews, providing key stakeholders with insightful and actionable information for decision-making. Influence others to ensure successful service delivery: Collaborate effectively with various departments, leading with influence to ensure project or service success and fostering future collaboration. Lead cross-functional collaboration seamlessly, setting the stage for successful project or service deliveries. Establish a culture of urgency and collaboration among stakeholders, emphasizing the importance of alignment for future success. Act as a key liaison between the project team and business owners, ensuring clear communication of schedules and plans. Drive the communication of project updates efficiently, ensuring all stakeholders are well-informed. Lead the alignment efforts for training programs, driving consistency and effectiveness. Lead project analysis on resource, schedule & budget planning and risk assessment: Lead in-depth resource, schedule, and budget planning, considering long-term strategic objectives. Develop and implement comprehensive risk mitigation strategies, minimizing potential disruptions. Oversee project cost, status, and quality monitoring, ensuring data-driven reporting to stakeholders. Manage issue escalations effectively, providing strategic solutions and guidance to resolve complex challenges. Take ownership of evaluating changes that significantly impact project scope, budget, or schedule, making decisions in alignment with organizational goals. Collaborate with resource managers to ensure appropriate staffing on projects: Lead collaboration efforts with resource managers, ensuring optimal staffing levels for projects. Play a pivotal role in influencing and making strategic decisions about project scope, schedule, and resources, aligning them with organizational goals. Provide substantial input and business justification for capability roadmap discussions, actively shaping the organization's development plans. Create project plans that drive successful, measurable project execution: Lead the development of strategic project plans, aligning them with organizational objectives. Champion the thorough understanding of technical feasibility, financial viability, risk assessment, and schedule among stakeholders. Take ownership of identifying and documenting customer requirements, ensuring they drive project success. Technical and Operational Plan: Drive the creation of a comprehensive technical and operational plan in collaboration with the project team. Establish and manage a sophisticated work breakdown structure (WBS) for precise project budget planning and ongoing reassessment. Proactively manage risks, continuously identifying changes and implementing mitigation strategies. Effectively communicate all schedule constraints and delivery milestones, facilitating collaboration. Ensure strict compliance with service level agreements (SLAs), exceeding customer expectations where possible. Drive alignment and prioritization with cross-functional teams: Lead and facilitate team meetings, fostering a collaborative and productive environment. Handle escalations at a senior level, providing strategic resolutions and reporting to senior leadership as required. Play a pivotal role in driving alignment and prioritization across cross-functional teams, influencing strategic decisions. Attend and often lead customer meetings to discuss service capabilities, build relationships, and understand evolving customer needs. 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 Minimum 3 years of related experience with a Bachelor's degree in Engineering, Business Management, Information Systems or equivalent. Strong communication skill (ability to communicate clearly both orally and in writing in various circumstances, including customer-facing meetings) Has a track record of leading medium to high complexity projects across multiple domains and functions, to meet project goals. Experience independently establishing solid project tracking and communication methods to monitor progress, escalate issues, and facilitate problem solving. Able to lead customer facing service related discussions. Willing and able to travel up to 10% Preferred Requirements Experience managing maintenance or services program in Semiconductor and electronics industry is good to have. 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
