Customer Delivery Program Manager

**Role Purpose**:

- 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.
- The Customer Program Manager support pre-sales activities in completing RFPs by managing all delivery requirements as well ensure competitive opportunity pricing through proper resourcing and opportunity structuring from delivery side.

**What differentiates a Customer Facing Program Manager**:

- Gravitas, with the ability to operate at senior stakeholder level, demonstrating leadership and presenting at Executive & Steering board level
- Business sector experience
- Experience of delivering large transition & transformational programmes, understanding the operational impacts of bringing a large complex customer into the organisation maintaining service continuity
- Engagement in contractual negotiations with both customer and partner suppliers
- Revenue focused and generating

**Key accountabilities and decision ownership**:

- Vision, Planning and Control
- 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
- Ensure that all projects/programme work streams and project plans are integrated within the overall programme plan.
- Manage and control the performance of the project plan. Identify and embed measurable outcomes & critical success factors into the programme plan
- Formulate and manage stakeholder communications plans
- 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
- Clarifies the skills requirements of a project/program and builds a team capable of managing them.
- Manages the team in the successful delivery of the programme/project.
- Manages project planning and resourcing processes, balancing priorities
- Takes on a coaching and mentoring role, motivating others and boosting moral.
- Key influences within the customer environment during the lifecycle of the project/programme
- Initiate and influence relationships with and between key stakeholders, external and internal.
- Produce project/programme stakeholder map, conduct analysis to ensure stakeholder needs are understood and met.
- Support effective business change by building relationships with and between senior strategists, planners, designers, operations business partners and business change managers
- Work to improve relations and provide continuing support to open communications with and between stakeholders

**Key accountabilities and decision ownership**:

- Quality Assurance and Reporting
- Ensures quality assurance standards are applied across the programme & project work streams.
- Ensure suitable Programme & Project Status Reporting mechanisms are