Services Support Manager

Job Specification

• ****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
• ,
• ****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