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The Customer Service domains core focus is upon the delivery of superior Application Services technology created at the Cary development center. The delivery of numerous initiatives and horizontal services providing business value and high ROI is to be achieved through the repatriation of intellectual property, software engineering competency, re-engineering of critical and unstable platforms and vendor elimination.
Working closely with the Head of Customer Services IT, the Technical Program Manager (TPM) will develop and execute the Cary Customer Services domain business plan in alignment with the business and IT strategy. The TPM will oversee the underlying streams forming the Customer Services domain, ensuring delivery of in-flight products whilst unlocking and facilitating new execution through the growth of capacity, competency and business relationships.
The TPM will further define the current, medium and long-term pipeline for the entire Customer Services domain, whilst maintaining a business oriented approach to ensure delivery is measured, realistic and sensical.
This is an important role contributing directly to the growth of the Customer Services domain and the wider success of the Cary Development Center.
Responsibilities and Attributes
Work closely with Customer Services stream leads to evolve stream-level business plans contributing to the wider Cary Customer Services business plan.
Own the communication of the Customer Services business plan to IT and Business management.
Develop and execute strategy for capacity and competency growth to facilitate repatriation and vendor elimination.
Build and maintain strong relationships with clients (in the business) as well as colleagues within Application Services and Business Solutions.
Ensure domain delivers high-impact products.
Track domain delivery to relevant KPIs.
Ensure parity of the Customer Services domain to Cary Development center and wider IT strategy.
Mentor and direct domain stream leads to ensure focus is high-impact and ROI conscious.
Translate domain strategy to Customer Service stream-leads.
Establish / operate within the governance (decision making) structure for the domain, manage/escalate issues and risks
Experience and Education
6+ years in a Technical Program Manager role
Extensive experience in the building and coordination of IT strategy.
Experience using leadership capabilities to support and build client and team relationships
Good communication, negotiation, networking and influencing skills
Excellent client and service orientation
Ability to work in fast paced environment
Passion and expertise to share knowledge and best practices
Excellent analytical skills.