Cloud Services Program Manager

Job location: This is a remote position. You can work from home and be located anywhere in Ontario or Quebec.

About the team

The GCC Operations team manages the operational processes and tools used by the Global Customer Care organization to effectively deliver a best-in-class customer experience.  The Cloud Services Program Manager will work cross functionally within Kinaxis to oversee some of the most critical programs designed to support the infrastructure of our growing customer base.  This role will also play an integral role in our evolution as we move from a private to hybrid (private / public) cloud architecture.

What you will do

• Be the program management prime to lead our multi-year business transformation as we move from a Private to hybrid Private / Public cloud infrastructure
• Leveraging your ITIL experience, manage the business requirements and overall program for the implementation of ServiceNow and other technologies within the Cloud Services organization
• Working with our Product, Support, IT, Security teams and 3^rd party vendors, manage the Cloud Services roadmap for the evolution of our hybrid cloud strategy and associated technologies and services
• Own the schedule for planned maintenance of our cloud infrastructure
• Support the 3^rd party audit (compliance etc.) of changes to our hosted cloud infrastructure
• Gather and assess feedback from practitioners / managers / directors to determine root cause of challenges and issues
• Share expertise and provide guidance and mentorship to teams throughout GCC and to customers directly in addressing and resolving complex issues
• Build and maintain sound relationships with internal and external customers to ensure open and clear communication and understanding of business requirements
• Research current industry trends and use that insight to form relevant, actionable solutions
• Liaise with interdepartmental staff to educate them on existing, develop new processes and adapt to needs based on organizational change

What we are looking for

• Minimum 3-5 years’ experience in a Program / Project Management capacity within a fast-paced high-tech environment working with:
  • Cloud management best practices – private vs. public cloud, data backup & disaster recovery, customer environment provisioning and maintenance, continuous process improvement
  • Service Management implementations (ServiceNow preferably) – asset management, discovery, automated provisioning, 3^rd party integrations etc.
• Exceptional Project Management skills including 3^rd party vendor management
• A leader with the ability to work at all levels of the business
• Proven experience in defining and managing business requirements as part of large-scale cloud services related projects
• Experience in leading cross-function teams in a matrixed environment and driving performance
• A technical background with the ability to lead cross functional teams to deliver solutions to non-technical audiences
• Experience with root cause analysis and solution development
• Demonstrated ability to translate complex/technical matters to non-technical audiences
• Experience in both CRM and development related technologies (SalesForce, JIRA)
• Knowledge of Agile and waterfall development methodologies

Education/Certifications

• Post-secondary degree or diploma in a related field
• ITIL related certification (is an asset)