Client Programme Director - Hitachi Data Systems - Lysaker
Job description
Role Purpose
Taking ownership of a key HDS Managed Service contract with a large IT Service Provider from a Global solution and service delivery perspective, you will work closely with the account team and senior customer stakeholders to ensure HDS adheres to deliverables and the requirements of the contract and that customer satisfaction is achieved and maintained.
It will be your responsibility to ensure that service delivery maximises profitability of the contract and for identifying areas of cost saving, continual service improvement and new business opportunities. Success will be determined by the ability to build superior relationships with the customer and HDS senior level management that are based on mutual respect and trust.
This highly autonomous role will undertake full programme management responsibility for complex solutions and services projects, including complex projects with multiple sub-projects focused on the Nordic region.
Key Responsibilities
Establish and agree the management process for the assigned project ensuring alignment with the overall governance process.
Establish organisational structure within a defined management process for HDS activities and contribution, taking ownership of the delivery team and ensuring that service is delivered and maintained utilising both Residency and Remote delivery capability. Liaise with the broader Managed Services team to ensure that the appropriate mix of skills and experience is maintained for all stages of the engagement.
During the proposal phase, review all expressed customer requirements (including written documents, verbal communications and reasonable expectations). Integrate these into a single programme plan, resolving any anomalies at either proposal or project initiation stages.
Ensure that programme definition and programme plan are complete in that all deliverables, completion criteria, key dates, milestones, effort and cost plans, and so on, are well-defined and assured, in line with standard Hitachi practice.
Ensure that a full risk assessment is undertaken, risk register created and that risks are actively managed throughout including the development of contingency plans as required.
Participate in Steering committee meetings at Director level and maintain oversight of all local service review meetings.
Drive the project execution process to achieve the defined scope and deliverables to the key dates and milestones agreed in the plan/contract. Control out-of-scope requests and initiate corrective action either to bring back into scope or to negotiate contract extension.
Report progress to both the customer and Hitachi leadership, ensuring sound, comprehensive status reports and that all issues, risks and exposure are highlighted in a timely and effective manner.
Provide team leadership to all project participants, ensuring a sense of common purpose with effective relationships between all parties, such that excellent project morale is maintained.
Set and agree task objectives for the HDS project team, monitor performance, coach to develop skills as required and assist in appraisals at project completion milestones.
Overall, ensure that all completion milestones are achieved, obtaining customer sign-off and acceptance certification.
Liaise with Global Managed Services team for continuity of service and new service development.
Manage or participate in any post project reviews, and feedback lessons learned as part of HDS process improvement.
Facilitate communication of key information to other HDS functional groups, ensuring, for example, the Finance has the appropriate information to invoice the customer timely and accurately.
Ensure that the Hitachi Data Systems brand value is enhanced through maintaining high customer satisfaction throughout the project and, where customer policy allows, that the customer can be referenced for the service delivered.
Communicate with Resourcing Manager to ensure all projects are recorded and managed using the Hitachi PSA software – Changepoint. Ensure budgeted and planned hours are maintained accurately and project time, expense and invoice approvals are dealt with in a timely manner and according to published standards to satisfy audits.
Identify opportunities for improving project processes, whether internal or external to HDS, and initiate actions using the appropriate improvement process.
Maintain up to date knowledge of all core Hitachi Data Systems products and services
Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation
Experience Requirements
Strong, demonstrable experience within complex IT projects in an IT supplier, end-user or consultancy services company.
Specific experience working with a large IT services provider would be a distinct advantage.
Proven ability to lead and co-ordinate multi-skilled teams, including customer, 3rd party people.
Experience in a structured Programme and Project Management methodology such as MSP, Prince II or PMI BoK. Accent on ability to plan, manage risk and assess complex situations.
Practical ‘hands on’ experience of IT projects, knowledge of the techniques, sensitivities and issues that arise. Knowledge of IT development process and IT technologies.
Ability to develop well-structured presentations with informative and well-presented information appropriate for the desired audience.
Experience using Microsoft Project or similar planning tool.
Desired Skills and Experience
Highly personable – an exemplary Hitachi representative who can handle complex or difficult situations without senior management help.
Able to negotiate and resolve difficult or intractable issues to a “win/win” outcome.
Highly articulate and a good communicator and relationship former.
The ability to detect possible causes of conflict or customer dissatisfaction early in the cycle and the ability to take decisive action to resolve them.
Ability to work in unstructured environments.
Ability to write well-structured reports with clear, logical and succinct English together with good use of all project management tools.
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