Program Delivery Executive

Liaison & Relationship Management:

Senior executive contact for the overall client service delivery, solutions, engineering and operations management program, inclusive of business partners.
Acts as the primary liaison between the client project team(s) and the Customer for new initiatives, engagements, and infrastructure changes. Partners closely with Sales for Growth Enablement
Works closely with the Service Managers and other Custom Speciality teams to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of respective initiatives, e.g., projects, service improvements, etc.
Engages with Service Delivery and Service Assurance to communicate, and escalate on any outage and performance issues to client and the Customer.
Direct and align client engagement across internal stakeholders and functional groups (including Custom specialty functions), as it relates to complex business and Customer challenges, Customer satisfaction, resolving Customer escalations, and overall service performance
Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and client executives in the prioritization and resolution of escalations, as appropriate.

Proactive Program Governance:

Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.
oEstablish periodic status meetings with the Customer, client and any Third Party Vendors to discuss status of contractual relationship
oLead Monthly/Quarterly Governance Forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently per schedule.
Presents a formal monthly program review for the Customer, examining all aspects of the client solution in the previous month, highlighting successes and failures, and recommending measures for improvement
Monitors ongoing service management to ensure compliance with SLAs and performance commitments. Ensure contract compliance with both spends and SLAs.
Provide oversight to validate resource alignments/assignments and utilization to deliver solution(s)/remedies (duration, skills, tools, process, people) for projects and/or service improvement initiatives. Monitors resource utilization to ensure quality of service delivery consistency, accuracy, efficient and effective.
Provides full accountability for the performance of all projects, service improvement and program activities.
Ensures that all contracted program deliverables are completed, delivered and approved.
Delivers and maintains an overall Program Plan for the life of the contract, specifically related to the contracted services as mutually agreed to by client and the Customer that include, but not limited to:

(1) a management summary of the program;

(2) contractual deliverables (format, due date, to who/role, owner/role, frequency);

(3) roles and responsibilities (RACI);

(4) policies and procedures/processes;

(5) business relationship management, including organization contacts;

(6) the communication plans, including escalation management procedures;

(7) change management (commercial) process; and,

(8) the supporting solution documentation.

Skills and Qualifications

5 to 8 years of experience managing teams
Strong organizational, presentation, and problem-solving skills
Demonstrated experience with verbal and written communication
Business and Financial acumen
Ability to communicate with multiple levels of leadership, including C-Level
Preferred ITIL v4 Foundation Certification/PMP Preferred
Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word