About The Role
Objectives and Key Results Provide effective line management of the Customer Project Management team, facilitating the successful delivery of the customer project portfolio and contributing to Claranet revenue growth and positive customer and colleague net promoter score (NPS). Drive project management discipline, embedding the agreed customer project management framework, driving a consistent approach and ways of working across all projects. Work collaboratively with other team leaders to deliver on capability, building expectations and ensure best practices and learning are implemented and embedded routinely. Lead the team to deliver multiple customer projects within time, budget, scope and customer satisfaction. Ensure risks, issues and dependencies are actively communicated and managed, escalations are successfully mitigated and lessons captured and built upon. People Leadership Lead the team of Customer Project Managers by providing clear objectives and regular performance reviews to ensure all staff are performing in line with set standards. Actively develop role specific skills, capabilities, competencies / qualifications of Customer Project Managers through creation of learning and development plans in line with Claranet strategy. Role model and promote behaviours and culture in line with Claranet’s people strategy. Foster a sense of trust, accountability, collaboration, respect, inquisitiveness, compassion and communication across the team. Operational Leadership Facilitate the successful delivery of customer projects to the agreed timelines, effort, scope, and cost to the satisfaction of the customer, in line with the contractual obligations. Monitor, track and report the progress of projects, providing regular updates to senior stakeholders. Identify, flag and address any material issues or risks that may impact delivery. Act as the 1st point of project escalation for customers and team members, leading dispute, negotiation and risk mitigation as required. Support Customer Project Managers in successfully discharging their roles and responsibilities, providing coaching, mentoring, guidance to empower and enable them to achieve success. Monitor, track and manage Customer Project Manager performance against published roles, responsibilities and objectives. Work closely with key colleagues (i.e. Team Leads across Product Delivery, Technology Practices, Customer Success and Growth, Customer Experience and Managed Service) to communicate key project and team information, drive operational effectiveness and improve performance. About You Behavioural competencies – organisational and behavioural fit Able to analyse and diagnose issues and make decisions swiftly whilst considering multiple factors including company strategy, team objectives, commercial situation, customer and colleague impact. Ability to guide others in resolving issues, fostering learning, adaption and resilience. Ability to work independently or closely with colleagues and leaders dependent on situation at hand (for example complex problems, sensitive / challenging topics, departmental initiatives). Acts as a coach, mentor and advisor, applying knowledge and experience within own discipline / area of expertise. Has a working knowledge of related disciplines / areas of expertise, and is keen to continue professional development. Ability to work across teams and geographies and drive customers, other departments and suppliers. Champions positive behaviour, acts as a role model and fosters a “lead from the front” ethos. Good negotiating and influencing skills with the ability to build credibility quickly with customers and colleagues. Manages conflict and challenges in an open and constructive manner. Critical competencies – technical fit Experienced in line managing functional teams of 4+ colleagues. A successful people manager, able to manage a geographically distributed team. Proven track record of successfully managing the delivery of customer facing projects and managing customer facing project teams. Confident presenter with excellent written, verbal and inter-personal communications skills. Strong understanding of project management methodologies, documentation and best practices. In addition, the following are highly desirable Experienced in delivery of Cloud, Network, Security, Data, Workplace or Business Applications projects. Certified in project management (i.e. Prince 2, Agile). Previous experience within a managed service provider, professional services or technology provider.
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Objectives and Key Results Provide effective line management of the Customer Project Management team, facilitating the successful delivery of the customer project portfolio and contributing to Claranet revenue growth and positive customer and colleague net promoter score (NPS). Drive project management discipline, embedding the agreed customer project management framework, driving a consistent approach and ways of working across all projects. Work collaboratively with other team leaders to deliver on capability, building expectations and ensure best practices and learning are implemented and embedded routinely. Lead the team to deliver multiple customer projects within time, budget, scope and customer satisfaction. Ensure risks, issues and dependencies are actively communicated and managed, escalations are successfully mitigated and lessons captured and built upon. People Leadership Lead the team of Customer Project Managers by providing clear objectives and regular performance reviews to ensure all staff are performing in line with set standards. Actively develop role specific skills, capabilities, competencies / qualifications of Customer Project Managers through creation of learning and development plans in line with Claranet strategy. Role model and promote behaviours and culture in line with Claranet’s people strategy. Foster a sense of trust, accountability, collaboration, respect, inquisitiveness, compassion and communication across the team. Operational Leadership Facilitate the successful delivery of customer projects to the agreed timelines, effort, scope, and cost to the satisfaction of the customer, in line with the contractual obligations. Monitor, track and report the progress of projects, providing regular updates to senior stakeholders. Identify, flag and address any material issues or risks that may impact delivery. Act as the 1st point of project escalation for customers and team members, leading dispute, negotiation and risk mitigation as required. Support Customer Project Managers in successfully discharging their roles and responsibilities, providing coaching, mentoring, guidance to empower and enable them to achieve success. Monitor, track and manage Customer Project Manager performance against published roles, responsibilities and objectives. Work closely with key colleagues (i.e. Team Leads across Product Delivery, Technology Practices, Customer Success and Growth, Customer Experience and Managed Service) to communicate key project and team information, drive operational effectiveness and improve performance. About You Behavioural competencies – organisational and behavioural fit Able to analyse and diagnose issues and make decisions swiftly whilst considering multiple factors including company strategy, team objectives, commercial situation, customer and colleague impact. Ability to guide others in resolving issues, fostering learning, adaption and resilience. Ability to work independently or closely with colleagues and leaders dependent on situation at hand (for example complex problems, sensitive / challenging topics, departmental initiatives). Acts as a coach, mentor and advisor, applying knowledge and experience within own discipline / area of expertise. Has a working knowledge of related disciplines / areas of expertise, and is keen to continue professional development. Ability to work across teams and geographies and drive customers, other departments and suppliers. Champions positive behaviour, acts as a role model and fosters a “lead from the front” ethos. Good negotiating and influencing skills with the ability to build credibility quickly with customers and colleagues. Manages conflict and challenges in an open and constructive manner. Critical competencies – technical fit Experienced in line managing functional teams of 4+ colleagues. A successful people manager, able to manage a geographically distributed team. Proven track record of successfully managing the delivery of customer facing projects and managing customer facing project teams. Confident presenter with excellent written, verbal and inter-personal communications skills. Strong understanding of project management methodologies, documentation and best practices. In addition, the following are highly desirable Experienced in delivery of Cloud, Network, Security, Data, Workplace or Business Applications projects. Certified in project management (i.e. Prince 2, Agile). Previous experience within a managed service provider, professional services or technology provider.
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