Program Manager 4, Program ManagementManager, Service Delivery and Demand Job in Philadelphia, Pennsylvania US
Program Manager 4, Program ManagementManager, Service Delivery and Demand
Tasks: - Understands the scope of programs as defined by the business requirements and budget process. Participates in key planning milestones. - Identifies, confirms, and obtains participation from required cross-functional teams. Works with the other team members and Strategic Business Initiative to do this effectively. - Builds program plans and maintains program record. Works with the core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope. Identifies and manages program critical path, being mindful of upstream and downstream dependencies. - Facilitates the development and implementation of key goals, objectives, and success criteria for the program with key stakeholders and core team. Works with resource leadership to obtain and assign resources to the program plan within the Clarity record. - Supports the budget and resource forecasting process. - Analyzes areas of risk to avoid risky activities by identifying and managing critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions. Escalates early to SBI to determine when to engage senior management. - Works with leadership and core team members to help identify and assist in making program tradeoffs to balance scope, time, and costs. Ensures proper documentation. - Tracks and manages the program schedule and upstream and downstream dependencies. Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives. Works with Strategic Business Initiative to assist in action item resolution and track completion. Ensures program milestones are accomplished and ensures overall committed timelines are met. Documents all major plan changes in scope, approach, and date delivery. - Communicates updates on major milestomes and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Program Management and Program Managers to ensure appropriate processes and communciations are followed. - Monitors and ensures quality of program deliverables. Works with core team and key field resources to develop and monitor deployment schedule, strategies, and tools to support the implementation of programs in the field through trials and controlled customer deployments. - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. The Manager Service Delivery and Demand Management interacts with all levels of management within Comcast dealing with service delivery, as well as with key leaders from the suppliers. The Comcast leaders include the IT Directors in NETO, Directors in the business units, as well as key personnel within these areas. The Manager Service Delivery and Demand Management reports directly to the Director Service Delivery and Demand Management. Factors essential to this role include:- - Conduct regularly-scheduled management meetings with the Comcast and suppliers - Comprehensive knowledge of the bundles - Problem determination (experience in root cause analysis) and problem resolution skills - Project management experience - Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes - Proven negotiation and influencing skills - Strong collaboration and partnering skills - Strong verbal and written communication skills with the ability to articulate ideas in easy to understand business terms - Knowledge of business environment, service requirements and culture - Ability to work with suppliers to ensure effective operations and agreed upon service levels - Demonstrated ability to assess Comcast needs, creatively approach solutions, decide and influence appropriate courses of action Some of the other specific responsibilities of this role include: - Reconcile projected resource baseline with actual utilization of resources - Review and approve work orders and ensure all required Comcast approvals are obtained - Primary liaison on day-to-day basis regarding communication between Comcast and strategic suppliers regarding service delivery changes, problems and recovery efforts - As operational problems occur, reviews suppliers recovery and permanent fix plans - Ensure an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments - Contact suppliers with day-to-day corrections, plan changes and any information necessary to resolve conflicts between Comcast and suppliers - Distribute written communications as needed to the suppliers - Review and monitor suppliers problems, change management processes, and escalation procedures - Conduct project service level reviews with Comcast responsible service leaders - Provide direction and leadership in developing the Comcast business processes that ensure contractual compliance. Skills Requirements: - Bachelors Degree or Equivalent - Business, Engineering - - Generally requires 7-11 years related experience The successful candidate for this position will have the following experiences and expertise: - Demonstrated project management experience including implementing changes in diverse organizations. - Experience with outsourced service delivery - Cope with change and work effectively without having the total picture - Clearly delineates responsibilities and sets clear objectives and measures - Quickly grasps the essence and the underlying structure of new situations and problems - Relate well to people at all levels both inside and outside of the organization - Energized by tough challenges - Self-motivated and works independently - Strong client service orientation - Team-oriented and works well in a collaborative environment Preferred Qualifications: - Masters degree in relevant field Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.