Strategic Program Director

Job Description : Strategic Program Director – Canberra, Australia Key responsibilities and accountabilities: · This role will be responsible for the management of service delivery, operational stability, effective financial management and ongoing service improvements · Development of strategic and complex ICT customer service delivery solutions · Provision of customer service delivery strategies and direction for the development of customer solutions · Providing high level guidance and direction on customer service delivery solutions to internal and external stakeholders including negotiation with customers to ensure optimal service outcomes · The overall design of complex customer transition and ICT delivery solutions for defined service bundles to optimise business and customer outcomes and reduce delivery costs · Development and execution of service strategies that maximise customer service delivery and performance · Development of pre- and post-sales (transition) resourcing models including the identification of capability opportunities and risk · Negotiating new service delivery requirements with relevant business owners/stakeholders · Development of customer specific engagement strategies for the delivery of customer solutions with internal and external service providers including development of operational frameworks, service performance parameters and operational engagement models · Delivering a customer experience that achieves best practice results within the MNO · Ensuring smooth handover of projects into operations · Supporting Sales in increasing revenue within the account including identification of new opportunities · Leading the transition portion of significant bids including responsibility for all customer project proposals · Driving cultural change and accountability across the MNO’s business projects · Master’s degree in Telecom Engineering, Operations Management or equivalent with minimum 12+ years of relationship management experience within the IT or Telecommunications background · This experience should include development of long-term business relationships and the operational delivery of strategic business plans · A tertiary qualification in a business discipline or equivalent industry experience · Proven track record in achieving service management growth through operational improvement strategies and effective customer service in a telecommunications environment · Industry relevant ICT business change management and improvement expertise with significant experience in the development of customer sourcing and delivery strategies · Extensive management experience across a range of telecommunications and IT environments · Extensive experience in the development of customer outsourcing service delivery solutions · Ability to manage a significant portfolio of programmes and related financial management · Proven track record of leading large, diverse teams

---

Back