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Jobs or company...

Customer Program Manager

  • Full Time, onsite
  • RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)
  • Kawasan Sekitar Kuala Lumpur, Malaysia
Salary undisclosed
Checking job availability...
Original
Simplified

Customer Program Manager

The Program Manager is responsible for delivering a complex multi-technology, multi-vendor and/or multi-component project with a high business significance and profile. The role will focus on the successful delivery of the project to accomplish stated business outcomes, on time and profitable, quality delivery of the agreed contractual commitments, while maintaining excellent customer satisfaction.

Responsibilities

  • Lead programs which consist of multiple projects (led by Project Managers); projects within the program may share dependencies, and delivery of the overall program will enable realization of benefits across the program, and achieve customer value
  • Provide vision, strategy, governance and business objective alignment
  • Responsible for program metric tracking, and managing financials and profitability
  • Provide leadership and hold the customer and program team accountable to deliver programs on-time, within budget, with high quality while achieving customer satisfaction
  • Perform overall program-level planning, resource management, stakeholder engagement, communications planning and oversight of interdependent projects ensuring smooth transition to Operations
  • Act as a mentor and first point of escalation to Project Managers
  • Identify opportunities for additional business, provide input to presales evaluation, requirements gathering, and renewals
  • Identify risk, issues and develop risk response strategy at the program level
  • Lead the execution of contract Change Management process at the program level
  • Manage partner/subcontractor delivery and commercials
  • Senior PM – When required; Lead and manage the end-to-end projects encompassing the requirements, plan, design, test, control, integration and transition/closure of Large Scale, Multi-Vendor, Multi-Technology, and Enterprise Level Solution(s).
  • Establish and maintain relationships with stakeholders (Customer, Sales, Services, Business Units, Executives, etc.)
  • Communicates effectively with Executives and stakeholders(s) to identify needs and evaluate alternative business solutions and strategies

Who You'll Work with

The Program Manager will need to work with senior stakeholders across various units within company from the Services teams, Sales / Account teams, Engineering and development teams and Product specialists. On top of that, you will need to interface with various levels of stakeholders within the Client side to ensure that the overall Program progress is explained, understood and any actions are executed, maintaining client satisfaction.

Who You Are

You have experience in Service Delivery or Project Delivery roles with a track record of leading delivery of services to customers that exceeds their expectations whilst ensuring contractual obligations are met in line with the associated cost profiles. Your experience will include delivering technology services to a range of customers, but with a particular focus on Public Sector organizations / Government Agencies in Malaysia (preferably)

You are someone who will make an impact and deliver outcomes; you are also someone who can offer exceptional thinking and garner support through the relationships you develop.

You will possess

  • Experience leading cross functional teams to deliver business and technical capabilities.
  • An ability to influence and communicate effectively to senior-level leadership as well as functional management. You will have excellent interpersonal and communication skills.
  • Adaptable to changing environments and priorities as change will be a constant.
  • Experience in IT operations, support functions, and/or network management.
  • An ability to leverage a range of leadership styles based on business conditions and day-to-day demands of the role.
  • An ability to interact with front-line and senior managers.
  • Strong influencing skills.
  • Customer advocacy. The Program Manager must get involved as necessary to make sure customer escalations are managed appropriately and with the proper level of communication.
  • An ability to partner with Sales and to drive an account strategy from a delivery perspective.

Minimum Qualifications

  • A Program/Senior Project Manager with a minimum of 8 years related experience in networking/telecommunications industry OR at least 8 years leading ICT Programs & Projects in a Program & Project Management role.
  • Requires a professional PMI certification PMP, PgMP or equivalent, but at minimum must understand formal project management methodology from PMI

Desired Skills

  • Adaptable and able to function well within a highly dynamic environment, and can bring much needed stability and discipline
  • Able to remain calm under pressure
  • Project management thought leader and veteran with strong command over the PM competencies
  • Strong leadership capabilities and able to provide vision and strategic direction to the team
  • Highly effective at managing conflict. Is able to address issues between stakeholders swiftly in order to maintain a positive team spirit that is consistent with company's values
  • Extensive systems integration experience, covering multiple-vendor solutions and 3rd party developments
  • Well versed in core PMI competencies including time, cost and scope management, stakeholder, governance and communication management, risk management and quality management
  • ITIL or eTOM knowledge (or equivalent) desired
  • Experience with navigating various environments where culture and structure varies within the organization with political navigation skills
  • Strong Negotiation skills: Reaches mutually satisfactory agreements by focusing on interests rather than positions. Includes active listening, interpersonal skills and careful preparation.
  • Partner & Vendor Relationships: Obtains and maintains the highest value from vendors and partners; identifies emerging and long-term requirements
  • Willing and able to travel regularly and frequently (as needed) to develop the necessary relationship with the customer and deliver the projects benefits.
  • Very proficient in the following software tools: Microsoft Project, Excel, Word, PowerPoint
  • Consulting capabilities and experience is strongly preferred including capabilities to influence, interface with CxOs and navigate political landscapes
  • Understanding of the unique holistic needs required to execute a collaboration specific project is required (i.e. migration activities, operational readiness, adoption, etc.)