Global Services Program Manager

Job Description

As a Program Manager within Hydrolix’s Global Services organization, you will be instrumental in driving internal programs and processes within the business. As a key member of the team you will be essential in innovating and continually improving the processes and procedures adopted by the services organization as they interact with other teams and our customers.

The Services organization is global and cover a variety of roles including Solutions Engineering, Customer Success Engineering, Customer Support, and Site Reliability Engineering. You will work to deliver high-impact projects that enable our internal teams to function more efficiently and effectively. Your role will require clear communication, strategic planning and an agile mindset, providing you an opportunity to have a big impact on how a startup Services organization evolves.

Key Responsibilities

• Initiate, manage and rollout multiple internal processes and programs within the services organization to a global audience, ensuring effective communication with clear deliverables.
• Identify opportunities for process improvements within the Services organization and design, implement and communicate changes that enhance efficiency and productivity with both our internal and external stakeholders.
• Monitor and report on the project progress, risks, issues, and dependencies required for successful implementation. Identify potential risks and develop mitigation strategies to ensure project success.
• Perform business analyst tasks, such as gathering and documenting requirements, conducting user research, and validating solutions.
• Maintain comprehensive project documentation, including project plans, status reports, and post-implementation reviews.

Qualifications and Skills

• Minimum of 5 years of experience in program or project management within a SaaS or technology-driven environment. Extra points for Start-up experience.
• Bachelor's degree working as a Program Manager with experience in the role, PMP or similar certifications are a plus.
• Strong communication and leadership skills are important, with the ability to manage programs across global cross-functional teams and complex environments.
• Ideally an understanding of SaaS business models and how they support their customers.
• A plus if you have good familiarity with tooling and platforms used in a services organizations to communicate and operate a services organization (for example Sales Force, Confluence, Knowledge bases, Messaging, Customer Support software etc)
• Excellent analytical and problem-solving skills, with a proactive approach to identifying and addressing challenges.