Customer Program Manager

Job Description:

• 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

Requirements:

• 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 Cisco 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.)

Job Type: Contract
Contract length: 12 months

Pay: RM15,000.00 - RM20,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Overtime pay

Work Location: In person