IT Enterprise Program Manager

Company Description

Since its founding more than 100 years ago, ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. We place a high premium on the development of innovative solutions–most of which are developed in tandem with our customers. And we continue to ensure that our customers receive timely, cost-effective service for the innovative products we provide.

ITW’s differentiated business model is composed of a set of unique core capabilities: our proprietary 80/20 business process, customer-back innovation, and our well-known decentralized entrepreneurial culture. These capabilities are unmistakably ITW—and key to our longevity and strong performance.

ITW’s products and solutions are at work all over the world, in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which we live and work, the cars we drive, and the mobile devices we rely on. We are never, whether we know it or not, more than a few steps from an innovative ITW solution.

Today, ITW (NYSE: ITW) is a Fortune 300 company that employs nearly 45,000 people with operations in 51 countries with headquarters in Glenview, IL.

Job Description

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 Responsibilities

Team Management

• Manager for the Enterprise Solutions Technician role
• Provide the focus, scope and priorities for the Enterprise Solutions Technician

Program Strategy

• Activate formal intake pipeline to inform Program Strategy and Execution
  • Example intake sources: Stakeholder Requests/Tickets, Vendor Roadmap, Peer Cyber Security Program Roadmaps, IT Security Policy
• Develop Program Strategy capturing the evolution of services and support to be provided
• Engage IT Leadership Team on performance, progress and strategic planning

Service Delivery & Customer Service

• Monitor the quality of services from the N-Central platform and Enterprise Program Management Team provided to clients
• Optimize the intake process for responding to client inquiries, issues, complaints, and requests in a timely manner with proper communication and awareness
• Establish and measure service level expectations and sustain timely delivery
• Establishing strong partnership with vendor, ensuring performance, stability and issue resolution expectations are met or exceeded
• Develop Execution Roadmap capturing major Program deliverables, supplemented with progress commentary

Internal 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 strategy
• Partner with Cyber Security team to identify and prioritize RMM opportunities
• Partner with the IT Vendor Management team for engagement with the vendor (N-Able)
• Partner with the IT Frameworks team on education or reference content opportunities

Communication

• Maintain clear and consistent communication with all stakeholders
• Communication channels will likely include:
  • Targeted In-person/Virtual Meetings
  • Formal presentations / updates
  • Webinars
  • Community of Interest posts
  • Training materials / sessions

Reporting and Analysis

• Establish KPIs and Health Metrics that effectively measure program performance
• Effectively determine driver(s) for program performance and incorporate into future plans
• Utilize broader analysis and gap assessment as input into strategic direction of the program

Qualifications

• Bachelor’s Degree is required, with a concentration in Information Technology, Computer Science, or a related field preferred.
• 10+ years of experience in IT leading an IT Service Program and/or experience within a Managed Service Provider, with significant program management experience or in a leadership role managing large-scale IT projects and teams.
• Prior experience as a manager with direct reports is required
• Ability to be onsite at the Glenview corporate campus 5 days a week with flexibility on hours.
• Demonstrated experience in building deep understanding across multiple stakeholder groups and establishing effective mechanisms for support, delivery and communication
• Demonstrated experience identifying, analyzing and resolving issues efficiently 
• Experience developing content for and presenting to IT Executives. 

Additional Information

Illinois Tool Works Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email [email protected] to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.