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Senior Program Manager

Company: Vlocity
Location: San Francisco
Posted on: January 17, 2020

Job Description:


Company Description

Vlocity is a leading provider of industry-specific cloud and mobile software, driving digital transformation for the world's largest companies. A Forbes 2018 & 2017 Cloud 100 Winner, Vlocity is an 'industry cloud' pioneer built in partnership with Salesforce, the world's #1 CRM provider, increases agility, operational efficiency and simplicity, at a lower cost of ownership for the enterprise. Vlocity's cloud software suite transforms customer centric processes and fuels innovation in the Communications, Media & Entertainment, Energy & Utilities, Insurance, Health, and Government vertical industries. Vlocity's values of trust, transparency and transformation drive customer, partner and employee success. Click here to learn more about Vlocity.

Job Description


Vlocity is growing its cloud operations team. If you are excited about building something from ground up, make it highly scalable, available, performant and reliable, this opportunity is for you. We are looking for a highly motivated individual who can build relationships through collaboration and effective communication.

Responsibilities


  • Build complete and clear project plans identifying in scope, out of scope requirements, schedule, milestones, risks and dependencies, and resources
  • Define and lead technical cross-functional projects working with engineering
  • Effectively communicate across various levels of organization both internally and externally
  • Deep understanding of Agile principles. Be able to establish scrum process in the team
  • Drive outage postmortems, publish internal and external facing root cause analysis documents, track and drive to resolution future preventative steps
  • Build and Report on Availability, QoS, Ticket trends, and Escalations metrics for key customers and services
  • Knowledge of ITIL concepts, including Service Management and Service Delivery, Incident, Problem, Change, or Service Request Management experiences
  • Track service metrics (KPIs) to expose opportunities to improve services
  • Oversee process to ensure Service Level Agreements and supporting Operating Level Agreements are developed, published and adhered to
  • Proactively identify opportunities to drive measurable change within Cloud Operations
  • Build new and improve current processes
  • Help in building financial models for services

    Requirements


    • 10+ years of overall program management experience
    • Experience with implementation of Incident Management, Problem Management, and Change Management
    • BS in Computer Science, Computer Engineering, Math, or equivalent professional experience
    • MBA Preferred
    • ITIL v3 Foundation Certificate desired
    • Certified Scrum Master (CSM) certification required
    • Self-starter who can take ownership of issues and follow-through to resolution in a timely manner
    • Strong people skills, be able to collaborate, bring people together, and seamlessly execute
    • Understanding of Agile principles
    • Excellent verbal and written communication skills
    • Handles stressful situations and deadline pressures well
    • Excellent presentation, time management and partnering skills

      Vlocity welcomes all. In our journey as a company -- and as individual Vlociters -- we recognize that our diversity is our strength. We are proud to be an Equal Employment Opportunity employer. All aspects of employment including our decisions to recruit, hire, promote, transfer, discipline, or separate are based on merit, competence, performance, and business needs. We do not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees to bring their authentic selves to work every day. We provide accommodation for our Vlociters with disabilities both seen and unseen in the spirit and letter of the Americans with Disabilities Act (ADA).



Keywords: Vlocity, San Francisco , Senior Program Manager, Executive , San Francisco, California

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