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Customer Program Manager

4 months ago

London, United Kingdom Emerge Full time

Overview

  • Lead programs which consist of multiple projects (led by Project Managers); projects within the program may share dependencies, and delivery of the overall program will enable realization of benefits across the program, and achieve customer value
  • Provide vision, strategy, governance and business objective alignment
  • Responsible for program metric tracking, and managing financials and profitability
  • Provide leadership and hold the customer and program team accountable to deliver programs ontime, within budget, with high quality while achieving customer satisfaction
  • Perform overall program-level planning, resource management, stakeholder engagement, communications planning and oversight of interdependent projects ensuring smooth transition to Operations
  • Act as a mentor and first point of escalation to Project Managers
  • Identify opportunities for additional business, provide input to presales evaluation, requirements gathering, and renewals
  • Identify risk, issues and develop risk response strategy at the program level
  • Lead the execution of contract Change Management process at the program level
  • Manage partner/subcontractor delivery and commercials
  • Contribute to Cisco’s Program Manager Role Community by sharing lessons learned and best practices, and involvement in strategic initiatives

Job Responsibilities

  • Leader and first point of escalation to program teams
  • Identify cross-program risk, issues and risk response strategy; ensure Change Management execution to ensure delivery and contract alignment for program duration
  • Serve as a mentor and leader to Project Managers
  • Ensure program remains in alignment with organizational strategic objectives and that program benefits are realized
  • Responsible for program profitability and maintaining program financial reports
  • Drive collaboration with Sales and Business Development roles
  • Scope:
  • Typically focused on one (1) medium sized, complex customer program
  • Serve as Service Transition Lead within the presale’s environment, when required
  • Complexity:
  • Medium to large sized program(s) with moderate to high risk
  • Solution requires cross-functional team collaboration; multiple inter-dependencies, and the solution is not clearly defined


Qualifications

  • College/University degree or equivalent plus 10+ years related experience in a project management environment in comparable industry; ideally (not required) in an IT/Telco centric organization
  • Leading internal and Customer teams, highly collaborative with teams, great communication skills inc presentation.
  • Problem Solving and critical thinking to deal with financial customer.
  • High quality execution and delivery excellence.
  • Language Requirements: English
  • Certifications: PMP, ITIL


Work Environment

  • No Relocation
  • Hiring Location, London (on site)
  • We offer a competitive benefits package

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws.. Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.