The IT Enterprise Program Manager is an integral part of ITW’s Corporate IT team responsible for managing  ITW’s N-Central remote monitoring program and management (RMM) platform used across the entire ITW enterprise. This role emphasizes Strategic Alignment, Operational Management, and collaboration with cross-functional IT teams to ensure secure and efficient IT asset management across ITW’s diverse divisions.  In addition, this role manages the relationship with the vendor (N-Able) account team, ensuring the platform and associated support services meet or exceed the needs of ITW. This position is ideal for a proven program leader focused on impeccable delivery and continuous improvement in a high-stakes environment.Key ResponsibilitiesTeam ManagementManager for the Enterprise Solutions Technician roleProvide the focus, scope and priorities for the Enterprise Solutions TechnicianProgram StrategyActivate formal intake pipeline to inform Program Strategy and ExecutionExample intake sources: Stakeholder Requests/Tickets, Vendor Roadmap, Peer Cyber Security Program Roadmaps, IT Security PolicyDevelop Program Strategy capturing the evolution of services and support to be providedEngage IT Leadership Team on performance, progress and strategic planningService Delivery & Customer ServiceMonitor the quality of services from the N-Central platform and Enterprise Program Management Team provided to clientsOptimize the intake process for responding to client inquiries, issues, complaints, and requests in a timely manner with proper communication and awarenessEstablish and measure service level expectations and sustain timely deliveryEstablishing strong partnership with vendor, ensuring performance, stability and issue resolution expectations are met or exceededDevelop Execution Roadmap capturing major Program deliverables, supplemented with progress commentaryInternal Collaboration:Work closely with division contacts responsible for day-to-day administrative and tactical activities and challenges, resulting in tactical improvements and input into program strategyPartner with Cyber Security team to identify and prioritize RMM opportunitiesPartner with the IT Vendor Management team for engagement with the vendor (N-Able)Partner with the IT Frameworks team on education or reference content opportunitiesCommunicationMaintain clear and consistent communication with all stakeholdersCommunication channels will likely include:Targeted In-person/Virtual MeetingsFormal presentations / updatesWebinarsCommunity of Interest postsTraining materials / sessionsReporting and AnalysisEstablish KPIs and Health Metrics that effectively measure program performanceEffectively determine driver(s) for program performance and incorporate into future plansUtilize broader analysis and gap assessment as input into strategic direction of the program
