At a Glance
- Tasks: Lead the Project Management team to ensure timely and high-quality project delivery.
- Company: Join Babble, a leader in cloud-based technology solutions with a customer-first approach.
- Benefits: Enjoy 12 paid bank holidays, parental leave, and a supportive work culture.
- Other info: Dynamic environment with opportunities for professional growth and development.
- Why this job: Be part of an innovative team driving customer satisfaction and service improvement.
- Qualifications: Experience in project management and strong leadership skills required.
The predicted salary is between 38700 - 47300 £ per year.
Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in:
- Microsoft Modern Work
- Cybersecurity
- Mobile Solutions
- Communications & Connectivity
With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together!
The Head of Customer PMO is responsible for the day-to-day leadership of the Project Management function, ensuring projects and orders are delivered consistently, on time, and to a high standard of quality and customer satisfaction. This role provides hands-on leadership, coaching, and support to Project and Order Management resources, ensures governance and delivery standards are applied consistently across the portfolio, and acts as a key escalation point for customers and internal stakeholders.
Working closely with the Solutions Delivery Director and peer managers, the Head of Customer PMO also drives continual service improvement, ensuring the delivery function evolves to meet changing customer and business needs.
Accountabilities and Deliverables:
- Manage the day-to-day function of the Project Management team, ensuring effective planning, prioritisation, and delivery of work.
- Act as a resource to the Project Management function, leading, coaching, and providing insight to team members, and removing project blockers as required.
- Ensure new projects and orders are distributed to the most appropriate Project Management or Order Management resource, balancing capacity, skillset, and customer needs.
- Maintain culture, morale and cross-team collaboration.
Governance & Delivery Standards
- Ensure a consistent delivery approach is maintained across all projects and orders, using approved governance models and methodologies.
- Ensure quality is maintained throughout the delivery cycle, from initiation through to closure.
Performance & Value Creation
- Drive WIP management, project delivery, and value creation across the portfolio.
- Manage project and order SLAs and KPIs on a day-to-day basis, ensuring performance is tracked and issues addressed proactively.
- Ensure customer satisfaction is maintained throughout the delivery cycle.
- Act as a point of escalation for both customers and internal stakeholders, resolving issues promptly and effectively.
- Work with the Solutions Delivery Director and other managers to review and implement continual service improvement initiatives across the delivery function.
Key Business Relationships:
- Solutions Delivery Director and peer delivery managers
- Project Management and Order Management teams
- Customers and account stakeholders
- Sales, Product, and technical delivery teams
Requirements:
- Project management experience across Prince2, Agile, and Hybrid methodologies.
- Previous team leader or management experience within an MSP (Managed Service Provider) environment.
- Previous experience delivering projects for cloud, ITaaS, Cybersecurity, UCaaS, networking (WAN/LAN), and multi-pillar solution delivery.
- Strong leadership and coaching skills, with the ability to support and develop a delivery team.
- Confident managing SLAs, KPIs, and delivery performance across a portfolio of projects and orders.
- Confident managing a remote and distributed team.
- Excellent stakeholder management and escalation-handling skills, both customer-facing and internal.
Why work for Babble?
- Public Holidays: 12 paid bank holidays
- Parental Leave: Statutory maternity and paternity leave
The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow-up interview and competency testing depending on the role requirements.
Head of Customer PMO (Project Management and Order Management) employer: Babble Cloud Limited
At Babble, we pride ourselves on being a customer-centric organisation that fosters innovation and collaboration. Our dynamic work culture encourages personal and professional growth, offering extensive training and mentorship opportunities for our employees. With a focus on cutting-edge cloud technologies and a commitment to employee well-being, including generous holiday allowances and parental leave, Babble is an exceptional place for passionate individuals to thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer PMO (Project Management and Order Management)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Babble Cloud Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Babble Cloud Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer PMO (Project Management and Order Management)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Babble Cloud Limited:Your cover letter is your chance to shine! Tell us why you want to work at Babble Cloud Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Babble Cloud Limited!
How to prepare for a job interview at Babble Cloud Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
