Head of Customer Project Office / Customer Project Management

Posted 15 December 2017 by Gamma Telecom

Head of Customer Project Office / Customer Project Management

Location: Port Solent - PO6 4TH - (UK travel required to other Gamma offices & customer locations).
Salary: Excellent DOE
Employment Status: Full-Time, 6 months with possibility of permanent contract
Hours: 37.5hs p/w Mon-Fri 09:00-17:30. Flexibility required
Start date: Immediate

Role overview:
Gamma provide managed voice, data and mobile services for the business market and in support of its direct sales team require a highly effective leader with telecoms and project management experience to manage its Customer Projects Office / Team.

The team delivers managed telephony and data solutions to mid-large level Enterprise and Public-Sector customers and the role will be ultimately responsible for the successful delivery of all projects undertaken along with the satisfaction of the associated customers.

The project team is predominantly but not exclusively based in Port Solent with varying skills and levels of seniority. The Project Managers are allowed a certain amount of flexibility in their working practices so this is not a micro-management role, however we require a leader who will support and guide our PMs to achieve and exceed their objectives.

The team head will be targeted primarily, but not exclusively, on the following areas:
• Customer satisfaction and excellent communication
• Overall project success
• Revenue / billing / supplier management
• Team stability and morale
• General team performance

In summary, we are looking for a highly effective people manager to support our established customer projects team to achieve professional excellence.

Key responsibilities:
Including but not limited to:
• General management of Project Managers including:
? Coaching and mentoring
? Career development
? Annual leave / sickness / team cover
? KPIs / objectives and appraisals
? Issue / grievance management
? General morale

• Customer management including:
?Pre-sales engagement
? Project team executive sponsor (Change / Exception Control / Risk Management)
? Escalation contact for all customers projects
? Crisis & jeopardy management

• Customer satisfaction including:
?Regular customer engagement
? Customer surveys & follow-up
? Project intervention
? Issue resolution

• Project acceptance process:
?Gate-keeping projects in to the team
? Gap-analysis
? Sales and pre-sales engagement and management

• Business and process strategies:
? Voice & advocate of the Projects Team
? Input to quality forums
? Continuous improvement
? Alignment and continuous engagement with Business Support and Programme Management
? Team reporting
? Ultimate success of all customer projects against key deliverables

Mandatory experience / skills / qualifications:
• A highly effective manager of people (both below and above in company hierarchy) with proven team leadership experience
• A strong focus on investment in people and staff development
• Strong background in customer engagement and management. Confident in hosting customer meetings and presentations
• A working knowledge of PRINCE2 Project Management methodology
• Corporate and commercial awareness / aligned to business strategy
• Background in data and / or telecoms industry
• Adept at problem solving through lateral thinking
• Excellent face-to-face, written & verbal communications skills
• Tenacious with strong negotiation and persuasion skills
• Flexible attitude to working hours / location
• Proficient in the use of Microsoft Office applications including Project, Excel and PowerPoint
• Educated to degree level
• Full UK driving license

Desirable experience / skills / qualifications:
• Pre-Sales experience
• PRINCE2 Practitioner
• IT / Technical qualifications
• Business qualifications
• HR/Employment law
• Previous experience delivering data and telecoms projects on behalf of customers
• Knowledge of Gamma and our products
• Data analysis skills ?Bid management skills

Required skills

  • Head of Customer Project Office / Customer Project Management

Reference: 34037139

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