Sr It Program Manager (Support Process)

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options. This means you can work from home and commute to a LinkedIn office, depending on what's best for you and when it is important for your team to be together, or you can work remotely from most locations within the country listed for this role. This role is a hybrid role with a base in Sunnyvale but could be remote for the right candidate.
An ideal candidate has a background in managing cross-functional programs, building scalable support solutions, and a background in support engineering or operations. As a Support Program Manager, you will be responsible for leading the onboarding of new services, transition of existing services, and operational readiness for the IT support and operations organization. You will also design and drive initiatives focused on allowing our organization to scale while enabling productivity for our end users. You must be a strong advocate who can effectively champion, drive adoption, and demonstrate results to at all levels from support technicians and engineers all the way up to senior leadership.
Responsibilities:
•Manage a portfolio of support services onboarding and operational readiness initiatives, including project leadership, process development, resource and stakeholder management, communications and training.
•Design and implement initiatives with Subject Matter Experts, that aim to reduce friction and improve ability of support teams to quickly respond to end user issues
•Balance driving accountability while building strong relationships across the organization.
•Turn data into insights into actions - leverage data to evaluate performance and impact of projects, identify new focus areas, and make change happen.
•Bring order to chaos by driving strategic decision making that keeps the overall organizational direction in mind while still caring for micro-level cases affecting people around the globe.

Basic Qualifications
•B.S./B.A. degree in a technical field, or equivalent practical experience
•4+ years of overall work experience in program management or process improvement
•3+ years of IT or customer support experience.

Preferred Qualifications
•5+ years of overall work experience in program management or process improvement.
•Demonstrated experience influencing decision-making across functional and geographic boundaries.
•Previous experience as a support engineer or detailed knowledge of support operations.
•Pragmatic, positive attitude and a drive to find solutions that work for our teams.
•Data analytics and ability to tell stories around outcomes using data.
•You are the consummate diplomat who can handle opposing cross-functional points of view and still maintain trust of key stakeholders.
•Proven track record of delivering complex, cross functional projects on tight timelines.
•Ability to quickly build relationships and establish trust within a technical organization.
•Technical aptitude to quickly learn new technologies.
•Experience working with engineers in an agile development environment.
•Experience with ServiceNow and/or IT management solutions.
Suggested Skills:
•Go-to-market (Sales and Support)
•Technical Program Management
•CRM Migration
LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is [$103,000 to $170,000]. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For additional information, visit: https://careers.linkedin.com/benefits.

Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

-Documents in alternate formats or read aloud to you
-Having interviews in an accessible location
-Being accompanied by a service dog
-Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice