IT Program Manager – BPO Strategy & Support


Job title: IT Program Manager – BPO Strategy & Support

Company: Twitter

Job description: Company Description

Who We Are

Twitter is a growing organization that faces new challenges as it evolves. The IT Program Manager – BPO Strategy & Support function is a new, but critical responsibility within our IT Asset Management (ITAM) team. The Twitter ITAM team is responsible for managing the full lifecycle of IT Assets, including deployment, in-service tracking, and EOL procedures. With additional strategic responsibilities, The ITAM team will manage outsourced and managed service partnerships, organize the holistic IT support strategy, determine appropriate metrics for success measurement, and publish and communicate IT priorities to the broader organization. Our mission is to keep our business and business partners running effectively while maintaining a healthy, compliant IT environment.

Job Description

What You’ll Do

This is a unique opportunity to help grow and drive our broader IT operations. You will coordinate across IT teams, own business relationships and engage with both vendors and partners to deliver solutions. You will rely on a growth mindset to help manage the customer solutions in a manner that is consistent, well documented and communicated, and measured with an aim towards continuous improvement. You will partner with IT engineering teams, product managers, and IT leadership while staying focused on customer needs.


Who You Are

To continually strengthen our growing team, we are looking for an experienced execution-focused individual, who not only can build a plan, but see it through to the end.. You understand Support organizations, both internally and externally facing. You are a great team member who knows how to manage across functional areas to support critical partnerships. You are skilled in communication via process documentation and enjoy iterating these processes as new solutions become available. You are driven and able to execute, while possessing a strategic vision.

If this sounds like you, you probably have experience with these responsibilities:

Build, publish, and communicate policies and IT support procedures governing Twitter’s engagement model for managed and outsourced services

Lead projects and initiatives across the IT organization, partnering with other support organizations and customers, meant to drive consistency and scalability

Conduct internal IT retros for projects / enhancements – identify the issues that IT faces internally and determine strategy to mitigate them

Function as a frontline technical resource for “best practices” and informal customer questions in support of Twitter’s business process outsourcing

Partner with the IT End User Services and IT Infrastructure teams to build and execute on a global support model for managed services at Twitter.

Maintain current functional and technical knowledge of Twitter IT supported services, applications, and hardware

Oversee measurable internal metrics – for reporting and management decision making

Coordinate internal & external IT communications

Collect, analyze, and act on customer feedback

Partner with IT management to track program budgets and resource allocation

Assist in managing IT vendor relationships


Bachelor’s degree in Information Technology, a related field, or relevant industry experience

4+ years business or support operations experience in an Enterprise environment

2+ years experience as an IT project/program manager, or similar

Knowledge and experience with data analytics & visualization, Atlassian Tools, and project management applications

West Coast Time zone preferred

Knowledge of IT Infrastructure technologies and concepts

Excellent attention to detail and process discipline

Self-motivated and ability to work in a fast-paced environment

Excellent verbal & written communication skills

Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

Expected salary:

Location: San Francisco, CA

Job date: Tue, 29 Sep 2020 22:41:48 GMT

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