Tuesday, September 24, 2013

Program Operations Manager – Managed Workforce (754-619)

Business Solutions. Powered by IT Innovation

Milestone Technologies, Inc. (MILESTONE) is a leading supplier of engineering and technology products and services.Our mission is to solve our client’s business problems so that their companies can continue to grow. Employees are empowered to help our clients by seeking thoughtful, innovative and process-oriented solutions. We nurture this mission by truly understanding our clients’ needs; educating our employees in current and emerging technology and by continually improving our product and service mix.

MILESTONE’s vision is to provide clients with IT support at any point along the life cycle of IT infrastructure. We employ a proven operating methodology (Prepare, Plan, Design, Implement, Operate and Optimize) and a comprehensive product/service mix (Professional Engineering, Equipment Sales, Infrastructure Relocations and Managed Services) all designed to fulfill our strategic vision.

The Managed Workforce manager is part of the Operations Delivery team will report into the Strategic Operations Director for Managed Services. As the manager of Managed Work Force you will be responsible for leading resources located on-site at the customer.

As the day-to day manager you will work cross functionally with Human Resources, Talent Acquisition and the Strategic Operations Director to on/off board resources; identify resource needs; develop and enhance Milestone culture and values with a remote work force; and ensure regular communication with remote resources and customers.

Working with the Sales and Operations teams you will interface with customers to ensure Milestone is meeting or exceeding customer expectations.

Duties include:

  • Client Program Planning, Development, and Evaluation

  • Establish and maintain relationships with customer and Milestone hiring managers; forecast talent needs, assist in defining positions, analyzing required support skill trends and issues impacting service operations

  • Analyzing required support skills and assessing potential impact to Milestone’s Operations team

  • Partner with other Milestone team members in all areas pertaining to the attraction and retention of highly skilled employees

  • In your role you will be a contributor to knowledge creation through documenting and sharing best practices while being a trusted advisor for the customer and Milestone management

  • Preparing statement of work outlines along with the sales team as well as initial or continued funding for approval by the Client

  • Maintaining and achieving pre-defined service level agreements (“SLA”), and create workflows as well as generate reports

  • Improve overall quality of our service delivery with measurable metrics

  • Developing and implementing evaluations of program goals, and objectives

  • Developing goals and objectives for consideration by the Client

  • Providing long term strategic planning to improve overall service delivery across the program

  • Provide MILESTONE and the Client with any updated program changes

Additional responsibilities include:

  • Preparing and presenting quarterly business reviews

  • Provide statistical and detailed analysis of processes and work flows

  • Responsible for budget and financial controls as it pertains to Managed Workforce

  • Develop, plan and drive communications both within your team and within Milestone

  • The ideal candidate has experience with people management

  • Experience in recruiting, creating contracts, account management, human resources and managing remote teams / personnel

  • Excellence in problem solving, communication and organizational skills This position will require some travel to customer sites

Experience Required

  • Bachelor’s Degree required or equivalent work experience

  • 10+ years Leadership Experience with IT Service Delivery Management or logistics environment

  • Experience interfacing with senior level management required

  • Leadership and core business/interpersonal skills

  • Successful project management experience

  • Knowledge of P&L guidelines and principles

  • Ability to establish relationships with Business Teams

  • Strong PC skills (MS Word, Excel, PowerPoint, Project)

  • Familiar with common metrics used in the IT industry

  • IT Outsourcing experience preferred

  • Matrix Management preferred

Eligible employees receive paid days off, medical (HMO & PPO), dental, vision, tuition reimbursement, career development and learning opportunities, and much more in the first year. Applying for something overseas? No problem, we have great benefits for you too!

MILESTONE Technologies, Inc. is a “Minority Business Enterprise” as defined and adopted by the Northern California Minority Supplier Development Council, Inc. and an Equal Employment Opportunity employer. Women, minorities and veterans are encouraged to apply; only through diversity will we thrive.

Please apply directly at:


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