Job Objective

This role oversees planning, implementing and executing individual projects and groups of related company projects in a coordinated manner to obtain benefits and control. The programme manager emphasises the coordinating and prioritising of resources across projects, managing links between the projects and the overall costs and risks of the program.

Key Duties &... Responsibilities


Drive and manage the delivery of WIOCC project programs and individual projects
Coordinating project team members, developing schedules and individual responsibilities
Allocating project resources and managing virtual project team
Maintain project timeframes, scope, control cost, schedule to ensure things stay on track and status reporting.
Organising and managing all phases of the project to ensure on-time completion
Identify concerns, issues, contractual challenges and escalate appropriately
Holding regular team meetings with defined agendas and published minutes
Develop a risk register with mitigation plans for each identified risk
Champion races to revenue by ensuring timely delivery, handover and billing of client services
Creating and communicating roles and responsibilities matrix for project teams
Developing and following a communication plan that defines information flow and project status reporting requirements
Successfully manage relationships with in-house stakeholders and third-party consultants
Create, obtain approval and manage project charters, plans, risk registers, budgets and lessons learnt
Identify areas of process improvement cross-functionally to champion process optimisation and automation for enhanced client support
Defining a quality plan for project management that is communicated and implemented
Assist with the creation of ad hoc reports as needed
Adhere to all company policies and procedures


Minimum Qualifications


Bachelor’s degree (or equivalent, Masters preferred) in a technical field or equivalent relevant experience
5+ years of proven delivery managing increasingly complex projects
Excellent written and oral communication skills
Excellent knowledge of MS Office tools
Project Management Certification


 Experience & Skills


5+ years of proven experience in Project Management
Experience/certification in acknowledged project management methodologies is an asset, or other known project management techniques and procedures
Knowledge and experience of ERP systems and/or ERP implementations is a plus
Strong communication, mediation and negotiation skills
Ability to manage multiple projects and resources
Ability to act as a point of contact between project team, sponsors and stakeholders
Excellent problem-solving skills
High degree of initiative, accuracy, efficiency and attention to detail
Ability to work effectively in a distributed team environment
Ability to work effectively with all levels of management and staff


Attributes


Client focused, relationship builder
Integrity, honesty with the highest ethical standards
Boundless, passionate and flexible
Personal excellence, accuracy and attention to detail
Collaborative, achieve results through teamwork and partnerships more

Job Objective
This role oversees planning, implementing, and executing individual projects and groups of related company projects in a coordinated manner to obtain benefits and control. The programme manager emphasizes the coordinating and prioritizing of resources across projects, managing links between the projects and the overall costs and risks of the program.
Key Duties &... Responsibilities:

Drive and manage delivery of WIOCC project programs and individual projects
Coordinating project team members, developing schedules and individual responsibilities
Allocating project resources and managing virtual project team
Maintain project timeframes, scope, control cost, schedule to ensure things stay on track and status reporting
Organizing and managing all phases of the project to ensure on-time completion
Identify concerns, issues, contractual challenges and escalate appropriately
Holding regular team meetings with defined agendas and published minutes
Developing a risk register with mitigation plans for each identified risk
Creating and communicating roles and responsibilities matrix for project teams
Developing and following a communication plan that defines information flow and project status reporting requirements
Successfully manage the relationships with in-house stakeholders and third- party consultants
Create, obtain approval, and manage project charters, plans, risk registers, budgets, lessons learnt
Defining a quality plan for project management that is communicated and implemented
Assist with creation of ad hoc reports as needed
Adhere to all company policies and procedures

Minimum Qualifications

Bachelor’s degree (or equivalent, Masters preferred) in a technical field or equivalent relevant experience
5+ year of proven delivery managing increasingly complex projects.
Excellent written and oral communication skills.
Excellent knowledge of MS Office tools.
Project Management Certification.

Experience & Skills

5+ years of proven experience in Project Management
Experience/certification in acknowledged project management methodologies is an asset, or other known project management techniques and procedures
Knowledge and experience on ERP systems and/or ERP implementations is a plus
Strong communication, mediation, and negotiation skills
Ability to manage multiple projects and resources
Ability to act as point of contact between project team, sponsors, and stakeholders
Excellent problem-solving skills
High degree of initiative, accuracy, efficiency, and attention to detail
Ability to work effectively in a distributed team environment
Ability to work effectively with all levels of management and staff

Attributes

Client focused, relationship builder
Integrity, honest with highest ethical standards
Boundless, passionate, and flexible
Personal excellence, accuracy, and attention to detail
Collaborative, achieve results through teamwork and partnerships more

The Client Service Manager will be the voice of the client in the business. The CSM will actively listen to uncover challenges with our services or products, collaborate with internal teams to ensure service delivery and service assurance whilst ensuring high levels of client satisfaction and client experience of WIOCC products and service.
Key Duties & Responsibilities

Implement the Client... Service Management Strategy
Maintaining of strong business relationships with existing clients and business partners
Be the voice of the client in the business by actively listening, to uncover challenges with our services or products and provide feedback regarding client engagement to the business
Champion and guide clients and colleagues through complex problems
Lead interface with clients on service assurance and service delivery, undertake monthly service reviews, measuring and improving client satisfaction and customer experience
Collaborate with internal teams (e.g. Sales, Engineering, NOC, TAC, Senior management) to address client’s needs and lead service related issues through to resolution
Monitor churn and revenue loss due to delayed activation of services
Production of customised client reports, management and other ad-hoc reports
Continue to find ways to improve client management and create monthly and quarterly departmental reports to determine whether KPIs are being met
Assist to escalate to Supplier Quality Service Manager when necessary to ensure services are restored within shortest times to minimise client downtime and drive SIPs where necessary
Coordinate problem management, SLA, RCA and service improvement plans with relevant internal teams and provide feedback to clients and account managers

Qualifications, Experience & Skills: 

Bachelor’s degree in Business Administration, Engineering, IT or equivalent
Minimum 5 years relevant experience in telecom industry in service management role
Experience in client service support
Excellent knowledge of management methods and techniques
Working knowledge of client service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and provide client solutions
Strong client-facing and communication skills
Experience working in a multi-cultural environment is key
Demonstrate an ability to manage multiple priorities and solve problems in a fast-paced

environment
Strong analytical skills and able to collate and interpret data from various sources
Excellent communication and negotiation skills
Strong problem-solving skills with ability to make sound judgement and decisions
Excellent organisation and time management skills
Willing to support clients on a 24/7 basis, including nights, weekends and public holidays / on- call as require

Attributes

Client focused, relationship builder
Integrity, honest with high ethical standards
Boundless, passionate and flexible
Personal excellence, accuracy and attention to detail
Collaborative, achieve results through teamwork and partnerships more