Services Support Manager

Requirements

A Brief Overview

The Program Manager is responsible for managing large client initiatives, which will require him/her to successfully engage and work across multiple technical and global teams within WWT, WWT Partners, and potentially with the client. The ideal candidate will have proven leadership capabilities and experience managing technology programs with a minimum budget of $25MM or greater. He/she will have managed large, distributed teams of matrixed resources of at least 10 people or more and have strong presentation and public speaking skills. He/she will have experience developing and estimating client statements of work.

Job Responsibilities

• Defines and implements governance and controls across the program, including but not limited to: status reporting, risks and issues management and reporting, stakeholder engagement and reporting, other routines and artifacts as required to control the program.
• Extensive problem-solving skills, with the fortitude to drive resolutions to a close.
• Extensive knowledge of service delivery models focused on continuous improvement and adapting to the changing landscape of the service industry.
• Monitors and manages the program level milestones, risks, issues, and decisions.
• Drives decision making processes where and when appropriate.
• Works with leadership and technical leads to staff and resource the program appropriately.
• Escalates and drives program level issues resolution and risk mitigation.
• Responsible for managing all budgeting, forecasting and program financials to meet financial expectations as outlined in the program.
• Responsible for managing program level procurement reporting and visibility.
• Ensure roles and responsibilities are defined and align to staffing plans.
• Responsible for end-to-end program delivery and quality.
• Drives stakeholder engagement to ensure appropriate level of communication and decision making for the program.
• Creates executive reporting, and delivers the reports to the appropriate executive stakeholders, as defined by the program.
• Ensures the program is aligned to the statement of work.
• Works with the appropriate leadership and team members to define the statement of work and any changes.
• Monitors and assesses customer satisfaction, quality, and profitability.
• Project managers assigned to the program will report to the program manager in a matrix.
• Coaches and mentors the PMs and other team members as needed, to achieve the optimal productivity and highest quality of deliverables.
• Creates and manages long term goals for the program or portfolio of projects.
• Responsible for ensuring the successful onboarding and offboarding of program resources.
• Acts as a liaison between program staff and upper management/executives.

Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) preferred.
• Minimum of 2 years’ active Program Management experience.
• Minimum 7 years of Project Management experience.
• Experience managing, tracking, and forecasting the financials and budgets for large scale programs.
• Understands expectations and reporting requirements needed to provide the level of visibility and clarity on the financial health of the program.
• Ability to work independently and aggressively track to program timelines.
• Strong team skills.
• Strong communication skills (written, verbal, and presentation).
• Project Management Professional (PMP) certification through Project Management Institute (PMI), Prince2 preferred.

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