Description
At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love.
We are looking for an experienced Senior IT Program Manager to play a critical role in driving the successful delivery of programs that align business priorities with technology strategy.
Responsibilities
- Lead large-scale, cross-functional programs and keep delivery aligned to business outcomes.
- Proactively build trust quickly with stakeholders across IT, business, and external vendors.
- Anticipate blockers and manage ambiguity with composure and clarity.
- Translate technical and delivery details into compelling updates tailored to your audience.
- Define success metrics up front, track them throughout the program, and report on outcomes.
Things You'll Do
- Lead complex IT programs, from initiation through execution, risk management, and delivery.
- Evaluate business processes, anticipate requirements, and uncover areas for improvement.
- Lead customer service transformation programs, from process redesign and platform implementation through adoption and measurable improvement in customer outcomes.
- Collaborate with stakeholders to define scope, success metrics, and delivery milestones.
- Manage multiple project teams across business units, IT, and vendors, ensuring aligned timelines and outcomes.
- Partner with ServiceNow platform owners, architects, and implementation partners to plan releases, manage configuration and integration dependencies, and prioritize the roadmap.
- Track program health using appropriate tools and metrics, ensuring issues are surfaced and addressed.
- Conduct steering meetings, retrospectives, and decision forums with executive and operational stakeholders.
Requirements
- 5+ years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting, ideally in a complex, enterprise environment.
- Proven success delivering programs with cross-functional teams, external vendors, and multiple stakeholders.
- Experience leading customer service or support transformation initiatives.
- Hands-on experience delivering programs on the ServiceNow platform.
- Strong command of program/project management tools and methodologies.
- Exceptional communication and stakeholder engagement skills, including executive level reporting.
- Ability to lead without authority, influence outcomes, and foster collaboration across organisational boundaries.
- Bachelor's degree in Business, Technology or related field.
- Project Management Professional or PRINCE certification.
Benefits
- Competitive salary, performance bonuses, generous 401(k) Match
- Wellness Reimbursement for $300 per quarter for wellness activities
- Unlimited Sick Days
- Amazing QGroup Communities
- Hybrid work model