Job title:
Professional Services Manager
Company
Calero-MDSL
Job description
Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.Job Summary:The Professional Services Manager will provide program management oversights and ownership and act as subject matter expert during the implementation phase of Calero’s Telecom Expense Management solutions. In this role they will be responsible for on-time delivery of the full program. They will challenge the client if required and assisting Project and Program Managers in resolving client escalations to ensure the project is delivered successfully. The Professional Services Manager will establish good working relationships with the client, Technical Solutions and the incoming Service Operations teams to establish positive Customer Satisfaction score at handover and project closure.Responsibilities:
- Support Internal project meetings as Subject Matter Expert or trusted advisor
- Review and track against key project milestones and deliverables dates
- Support Project Management Team in raising Change Requests or P-Shop requests
- Prioritize Reader tickets for all PS for the Business Unit
- Review and support the Sales pipeline, advising on approach and timeline
- Allocate and manage PS resources for all projects.
- Review content in OpenAir to ensure full compliance with OpenAir reporting standards and best practices
- Join Steering meetings to deliver/enforce challenging messaging to customers or leverage Subject Matter Experts to advise on technical solutions.
- Manage and support escalations until projects return to Green
- Facilitate scheduling / execution of weekly review of project status
- Help Project Management Team prepare for weekly presentation of projects
- Understand key issues ahead of the meeting to help Project Management Team articulate status and direction
- Search for issues that may result in delays or value loss if not resolved
- Strongly recommend action to improve Calero value realization
- Guide Professional Services team members with direct line management on management best practices
- Support requirements Data Gathering workshops in advisory role (internally and externally)
- Work with Technical Manager/Director to prioritize projects based upon size and scope
- Participate in Leadership Team discussions, such as weekly Staff Meetings and monthly Business Unit Meetings
- Establish relationships with Technical Leads and Product teams to review roadmap of initiatives and escalations that impact project deliverable
Education:
- Bachelor’s degree preferred. Related business experience may be considered.
- PMI Certification Preferred
Experience and Training:
- Minimum five (3) years project management experience
- Minimum five (3) years experience with Telecom Expense Management/Telecom products and services or similar software
- Understanding of Telecom Expense Management/Telecom business model and how to interpret and solve customer problems.
- Basic knowledge and experience with the following technologies:
- Microsoft Excel
- Microsoft Word
- Microsoft Project
- Microsoft PowerPoint
Skills:
- Ability to communicate business drivers leveraging standard methodology to wider team
- Support Project Management team in identifying project risks and support action plans to mitigate
- Drive continuous improvement initiatives
- Proactively engage with BAU Operations team for seamless transition to Service Operations
- Proactively engage with adjacent teams to ensure minimal impact to project deliverables
- Proactively identify resource constraints and suggest solutions
- Proactively identify project needs and suggest solutions
- Drill into projects to ensure they follow established best practices
Competencies:
- Excellent verbal, written, and non-verbal communication skills.
- Lead by example by maintaining strong ethics, values, trust, and integrity.
- Action oriented and results driven.
- Customer focused.
- Analytical skills
- Quality decision making
- Organizational skills and planning
- Excellent ability to work collaboratively and confidently with all levels within the organization.
Benefits:
- Private Healthcare for you and your immediate family
- Gym Membership at Nuffield Health or equivalent
- Life Insurance (pay out being 4 times your salary)
- Competitive Paternity and Maternity Package
- Pension Contribution
- Team Building Budget and Employee Events
- Office Drinks, Snacks, Coffee etc.
- Volunteer Day
- Flexible Bank Holiday Policy
Please note that candidates must have the right to work in the UK now and in the future as Calero are unfortunately unable to sponsor visa applications or take over sponsorship of an employment visa at this time.
Expected salary
Location
United Kingdom
Job date
Fri, 04 Oct 2024 03:55:10 GMT
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