Customer Delivery Program Manager Vodafone

The Customer Program Manager is responsible for leading large customer facing Projects/programmes across multiple domains on behalf of Vodafone for our Enterprise Customers, leading complex multi-party teams, taking responsibility at board level
The Customer Program Manager will have day to day accountability on project team leading Enterprise customer delivery with around a total of 50 million Euros TCV annually
The Customer Program Manager will engage through contract negotiations and be responsible for translating often ambiguous requirements into operational plans, engaging buy-in across all stakeholder groups.
The Customer Program Manager is responsible for setting the governance controls, ensuring these align to corporate, customer and local standards, with strong emphasis on assurance and gate reviews, defining costs, operational budgets, staffing requirements, resources and risks & change strategy.
The Customer Program Manager is accountable for ensuing that programmes/projects dependencies, assumptions and risks are identified, stakeholder buy in achieved, stage plans created, managed and reported though the lifecycle of the project/ programme, emphasis on alignment to Time, Cost and Quality.
Accountable for ensuring that all projects/programmes and their component parts adhere to the mandated Vodafone best practice methodology and processes. Engage with and seek improvements to processes at all times. Ensure all projects team members are following methodology and processes. Provide leadership & contribution to all Vodafone Process & Methodology discussions/workshops that affect management of projects/programmes
Accountable for acceptance into live service, mitigating impact of risk to both the customers and Vodafone s operational business.

Key accountabilities and decision ownership:

Vision, Planning and Control
o Communicates the High Level Vision for the project/ programme and the customers desired future state. Designs the delivery capability to deliver the programme

o Creates a detailed project/programme plan, using Transformational Flows, identifying the resources required, project interdependencies and critical path, including all the activities that the business need to do to prepare for new technical or business components identifying the projects within the Programme plan Create cost estimated for the business

o Ensure that all projects/programme work streams and project plans are integrated within the overall programme plan.

o Manage and control the performance of the project plan. Identify and embed measurable outcomes & critical success factors into the programme plan

o Formulate and manage stakeholder communications plans

o Plan & Manage the people utilisation, including recruitment, competency profiles and development for duration of the engagement

o Forecast and manage the resource supply and demand throughout the lifecycle of the project/programme (colleagues, technology, financial)

Organisation & Leadership
o Clarifies the skills requirements of a project/program and builds a team capable of managing them.
o Manages the team in the successful delivery of the programme/project.
o Manages project planning and resourcing processes, balancing priorities
o Takes on a coaching and mentoring role, motivating others and boosting moral.
o Key influences within the customer environment during the lifecycle of the project/programme
o Initiate and influence relationships with and between key stakeholders, external and internal.

Core competencies, knowledge and experience:

Typically >7 years relevant experience, including full management of major programmes in multi domains within the ICT Industry
Flexible with the ability to maintain effectiveness in a changing environment

Leadership and Stakeholder Engagement
o Able to adapt style and apply influencing skills to a range of complex relationships, the Program Manager will be required to create & manage high performing cross functional teams to deliver against agreed plans to the customer.
o Maintain relationships at senior levels
o Able to respond positively and convincingly to constructive challenge from the team and overseas the management of any issues with poor performance

Professional and Customer Centric
o Able to deliver confident and engaging presentations at the most senior level, drawing on a range of communications techniques to adapt to challenging situations and audiences
o Provides interface with other areas of business to ensure departmental knowledge is shared and obtained

Business Skills
o Applies knowledge of business and markets to create intellectual property
o Has in-depth knowledge of multiple domains and understands the company s position in the place.

Business Case
o Supports the commercial team in the preparation of the business case, ensuring accurate forecasting and value for money

Blueprint Delivery
o While the blueprint remains the ownership of the customer, the Vodafone Customer Program Manage
o Will work with the Customer Programme manager to ensure the Vodafone elements of the plan are delivered.

Must-have Technical / Professional Qualifications:

Prince 2 Practitioner or PMP
MSP Foundation
Proven experience of concurrently managing multiple projects or programmes of differing size and complexity to meet business expectations and deliver results.
Proven ability to build relationships and influence at all levels internally and externally, including excellent customer facing skills (ability to communicate, effectively, with the customer account teams, in addition to end users and technical persons)
Experience in programme and project budget management
Understanding of financial accounting including capitalisation and profit and loss
Strong cross-functional working capabilities
Excellent interpersonal and communication skills
Strong leadership skills with the ability to drive an effective project team
Understanding and experience of working in a telecommunications environment