The IT Program Delivery Support Manager will act as the central point of contact for support related to area and regional IT Programs deployments. This role involves providing direct local support for all implementations and deployments of the company services, along with regular reporting to the Country IT Programs Delivery Manager on the status of all projects. The manager will work closely with the Country IT Services Manager and the business to ensure adequate resources are available to support all agreed project plans.
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Responsibilities:
- Establish a working relationship with Country business teams (OPS, GTWY, FINANCE, CS & COMMERCIAL) to effectively deploy EGAP solutions and meet functional KPIs.
- Collaborate with Regional Program Management to channel requirements and change requests, while planning Country deployments.
- Engage with ITSCs (and other service providers) to prioritize projects and assess service performance impacts on customer issues.
- Manage projects by regularly reporting against project plans to ensure visibility of progress.
- Develop project plans, define scope, and identify key stakeholder requirements.
- Monitor investment costs and ensure adequate resources are available for project execution.
- Produce project plans outlining purpose, scope, deliverables, and success criteria, and secure agreement from project sponsors.
- Assemble project teams from internal staff and external vendors as needed.
- Manage projects according to established plans and budgets; identify and escalate risks that could impact project completion.
- Execute project life cycles and ensure proper sign-off upon completion.
- Conduct post-project reviews to evaluate the realization of project benefits and apply corrective actions as necessary.
- Standardize service portfolios and optimize business processes via automation.
- Foster a strong customer-focused approach and develop a high-performance service culture within the project team.
Requirements:
- Strong technical background with an understanding of business and operational processes.
- Proficient knowledge of telecommunications and networking.
- Skills to influence senior managers in achieving project objectives.
- Excellent spoken and written English communication skills.
- Strong presentation and facilitation skills.
- Familiarity with recognized project management methodologies (e.g., Prince 2/PMP).
- Minimum of 5 years of multi-disciplined IT experience in a high transaction/volume environment.
- Experience in an IT department aligning IT strategies with business goals.
- Solid understanding of international standards such as ISO and ITIL.
- Energetic, results-oriented individual focused on excellence and high-quality project delivery.
- Degree in Information Services or equivalent.
