Customer Project/Program Management

Job Family Definition

Leads customer engagement to ensure that it meets all scope, time, budget and quality expectations,

through planning, controlling and managing customer projects. Manages corporate, customer and

third party vendor efforts to plan, sell and implement solutions to customer problems. Responsible

for business as well as team management.

Job Family Definition for Mgr , Progr Mgmt Office: Responsible for establishing and maintaining the

portfolio and project management environment based upon Policies, Standards, Customer

Engagement Roadmap and Global Method. May perform responsibilities as a member of an

Engagement Program Management Office (EPMO) or as a business unit leader with responsibility

for a portfolio of customer projects.

Management Level Definition

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a

subject matter expert. Frequently contributes to the development of new ideas and methods. Works

on complex problems where analysis of situations or data requires an in-depth evaluation of multiple

factors. Leads and/or provides expertise to functional project teams and may participate in crossfunctional

initiatives. Acts as an expert providing direction and guidance to process improvements

and establishing policies. Frequently represents the organization to external customers/clients.

Exercises significant independent judgment to determine best method for accomplishing work and

achieving objectives . May provide mentoring and guidance to lower level employees.

Responsibilities

Manages customer project delivery.

Revenue as detailed in Impact section.

Very large / complex/ single or multiple region .

High risk .

High complexity legal and commercial issues.

Manages project financials including P&L.

Meets or exceeds SOAR approved budgets.

Provides reliable financial forecasts to themanagement .

Manages business development.

Identifies and develops new opportunities with client.

Supports early qualification and opportunity assessment for large and complex opportunities.

Acts as opportunity manager for high risk deals.

Manages client relationships.

Manages upper level client delivery relationships.

Frequently represents the organization to external customers/clients.

Manages project team.

Manages internal as well as external resources with a team size less than 40 people.

Mentors and encourages skill development of project team members.

Provides detail performance review input and development recommendations for team

members.

Education And Experience Required

First Level University degree.

7 years experience in project management or in like roles/businesses.

Knowledge And Skills

Demonstrates an in-depth understanding of key company Services' operational policies,

processes and methodologies applicable to project management.