Technical Program Manager EMEA - Comcast Business Global in Westminster

The Technical Program Manager (TPM) for Network, Security, and Voice leads mission-critical, cross functional programs that deliver complex telecommunications solutions for enterprise customers—owning outcomes from onboarding and initial activation through ongoing service lifecycle and continuous improvement. The TPM blends deep domain expertise in IP networking, SDWAN/SASE, MPLS, Cybersecurity, VoIP/UC, and SIP with disciplined program leadership, customer advocacy, and ITIL-based service management to ensure contractual SLAs/SLOs, performance KPIs, and business goals are consistently achieved.

Responsibilities

• Own the program to onboard new customers, from technical discovery and design alignment to provisioning, pilot, cutover, and stabilization, ensuring scope, schedules, and risks are transparent and managed.
• Build and execute onboarding playbooks (RACI, readiness reviews, risk registers, stakeholder comms), coordinating internal engineering, provisioning, voice/security specialists, field ops, and third-party vendors.
• Align onboarding change windows and client change‐control requirements; socialize maintenance events that could impact milestones and SLAs.
• Establish early‐life support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve time‐to‐value targets.
• Serve as the primary technical point of contact across the customer lifecycle (post-sales through operations), orchestrating break/fix, RCA, and service optimization with internal teams and partners.
• Run a disciplined business cadence—daily/weekly working sessions, MBRs and QBRs with KPI readouts, trend analyses, and improvement plans.
• Lead strategic service reviews and governance to improve network health, availability, and customer outcomes over time.
• Lead multi‐track programs across networking, voice, and cybersecurity platforms; define scope, critical path, dependency mapping, risk mitigation, and executive comms using MS Project, Jira, Smartsheet.
• Coordinate NOC, ECC, XOC, Regional Tech Ops, Sales, NETO, and Engineering to expedite resolution and maintain SLA/SLO adherence.
• Govern complex refreshes, migrations, and vendor integrations with clear success criteria and go/no‐go discipline.
• Lead major incidents (incl. Code Red), communications, technical triage, and RCAs through closure.
• Enforce rigorous change control for design/config/migration/upgrade activities, and coordinate release execution with engineering.
• Drive structural fixes, availability targets, capacity planning, KPI reporting, and SLA governance with an ongoing cadence.
• Maintain golden config standards and drift audits; ensure inventory and adds/changes follow policy.
• Own risk registers, failover testing, inventory/spares SLAs, and continuity exercises.
• Provide technical thought leadership during design validation and implementation across MPLS, Hybrid WAN/SD‐WAN, SASE, segmentation, QoS, BGP/OSPF, NAT, and high availability architectures.
• Oversee voice/UC solution delivery: SIP trunking, VoIP/UCaaS, SBC policy, dial plans, E911, codec/QoS, survivability, and interop.
• Lead security work streams spanning NGFW, VPN, DDoS mitigation, DNS security, vulnerability/risk treatment, and compliance alignment (e.g., ISO 27001 in collaboration with security teams).
• Publish KPI dashboards (availability, MTTR, change success rate, adoption, onboarding cycle time) and RCA/service improvement plans; align on targets in MBR/QBR forums.
• Capture lessons learned and operationalize best practices across the PMO/delivery organization.
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Qualifications

• Experience: 7+ years in customer‐facing operations plus 5+ years in program/project management with a strong technical background (complex or multiple complex accounts).
• Proven delivery of multi‐site enterprise deployments across WAN/SD‐WAN, SASE, SIP/UC, and managed cyber security solutions.
• Certifications: ITIL practitioner (or equivalent experience) and vendor technology certifications; PMP/PRINCE2 preferred.
• Tools & Methods: Proficiency with MS Project, Jira, Smartsheet; Agile/Waterfall/Hybrid governance and executive reporting.
• Industry Background: Telecom carrier/service provider experience and familiarity with OSS/BSS and provisioning systems preferred.
• Technical Skills & Domain Expertise: Networking: MPLS, BGP/OSPF, QoS, IP addressing/NAT, path selection, HA/VRRP/HSRP, WAN optimization, underlay/overlay integration for SD‐WAN.
• Secure Access: SASE architectures (policy‐based access, SWG, ZTNA, CASB), identity integration, tunnel design, and performance tuning.
• Voice/UC: SIP trunking, VoIP/UCaaS, SBCs, call routing/dial plans, codec selection, jitter/packet loss mitigation, QoS/CoS‐loss mitigation, PSTN interconnects, emergency services (E911).
• Security: NGFW policy, VPN (site‐to‐site/remote), DDoS mitigation patterns, segmentation/micro‐segmentation, vulnerability remediation workflows.
• Service Operations: ITIL practices for Incident/Problem/Change/Release/Config/Capacity/SLM/Availability, with KPI‐driven governance.
• Bachelor's Degree.