Enterprise Project Lead

Job Title: Project Manager - Mobile Solutions

About

A mid-career level position that project manages the successful transition of mobile solutions for Business customers across a wide range of services and solutions including mobility and IoT. The role focuses on supporting the Account Manager in delivering the service to customers, and ensuring operational teams readiness.

Duties & Responsibilities

• Lead to ensure that all customer projects are completed within agreed time, cost and quality objectives.
• Manage scope of work, budget, timeframes and quality of deliverables.
• Focus on providing exceptional Client Experience.
• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing.
• Ensure that regular CSAT surveys are conducted to monitor client satisfaction.
• Work closely with the sales team to provide a premium service to our clients.
• Develop and drive the execution of agreed projects.
• Drive the implementation, tracking, monitoring and compliance of Projects.
• Contract management in line with Procurement Policies.
• Co-ordinate project reporting.
• Ensure effective implementation of the integrated project management model.
• Ensure that all projects are transitioned on-time, within scope and in compliance with corporate standards.
• Communicate with stakeholders frequently to keep them informed.
• Ensure quality delivery of service to the client.
• Be the point of escalation for all service delivery issues.
• Identify, assess and communicate the impact of changes affecting the customer or service delivery.
• Manage service delivery SLA achievement and high levels of customer satisfaction.
• Monitor overall performance of services and timelines to deliver.
• Good communication around issues and opportunities.
• Build, maintain and analyze service reports to address any possible delays before they occur.
• Distribute service reports weekly to key internal personnel and clients and raise any potential issues.
• Remove all obstacles to customer satisfaction and/or financial performance.
• Work with the client and operations team to identify and manage service improvement activities.
• Propose any amendments to improve processes.
• Develop and implement processes with clients to ensure effective information flow to speed up delivery timelines.
• Ensure operations teams are aware of changes and are prepared.
• Build personal relationships with key client staff.
• Collaborate with senior management on client account management and growth.
• Customer management: tactful, resolute and committed to providing excellent customer service.
• Deliver technical presentations competently.
• Interface with customer “executive” level management on a regular basis.
• Deliver results: ability to plan and organize self and work in order to achieve objectives and targets.
• Maintain in-depth knowledge of product offering.
• Take full responsibility for performance management of all direct reports, managing their performance in relation to quality standards and agreed objectives.
• Clarify responsibilities in the team.
• Enable a high performing environment.
• Verify times and value captured by project team against the project.
• Ensure appropriate levels of management and accountability.
• Motivate, delegate and empower appropriately, enabling direct reports to take responsibility and display appropriate creativity and initiative.
• Work with the team to actively grow their skills and lead them in operational excellence.

Desired Experience & Qualification

• 4 Year Tertiary qualification in Commerce or equivalent.
• MBA / Masters advantageous.
• Manager track record of 5 years or more; with at least 3 years in relevant sector/industry in a Client Service leadership role within the ICT industry.
• Proven track record of delivering projects within defined timelines under high pressure.
• Project & program management: able to manage complex projects including concurrent projects and big client specific programs.