.Program Manager, IT - Associate ExperienceWorkMode: Remote/HybridThe 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.Key ResponsibilitiesLiaise 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.Leverage the project plan 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