Address
SalaryObjectives and Key Results
- Provide effective and inspiring 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.
- Participate in and help lead a Project Management community to share and develop best practices
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
- Adhere to Claranet best practice in the management and support of team members, in line with prevailing policies and procedures
- As required, oversee the planning and recruitment of new staff and teams to support the achievement of business goals. Collaborate with HR and People Team to attract and develop great talent as needed and for key employees, ensure the appropriate retention and development plans are in place
Operational Leadership
- Promote and ensure adherence to Project Management governance, processes, tools, and templates to ensure a consistent Project Management experience whether it’s a single product, practice or cross portfolio Customer Project
- 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
- Enable and ensure Customer Project Managers keep all project documentation (i.e. project plans, RAID logs, project workbooks, status reports etc.) up to date
- Enable and ensure Customer Project Managers keep all key project data (i.e. estimated delivery dates, delivery status, project updates, resource forecasts etc.) and systems (i.e. time recording, professional services invoicing and order management systems) up to date
- 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
- Actively contribute to and communicate progress against the Claranet UK strategic priorities and key initiatives
- Promote commercial awareness in the delivery of Claranet professional services, ensuring Customer Project Managers are actively managing contractual opportunities and risks (i.e. per service agreements, statements of work, order forms, service descriptions, change requests etc.) and ensuring all additional costs are approved and charged
Teams to Collaborate With
- Customer Success & Growth
- Customer Experience & Managed Service
- HR & People
- Portfolio, Technology Practices & Delivery
- Finance & Corporate Development
- Procurement, Legal & Compliance
