PMO Manager at Content+Cloud

Description

The leadership of Program Management Office (PMO) is performed by a PMO Manager. The role of the PMO Manager is to lead the Project Management Office and to assist in developing the tools, templates and procedures used in managing transactional implementations across the organisation for existing and new clients and partners. The PMO Manager is accountable for monitoring all of the schedules, timelines, artifacts and for resolving relevant delivery issues. The PMO serves as the primary contact point for integration, issues tracking, escalation and resolution with regards to orders and supplementary activites. The PMO Manager works closely with the Senior Delivery Manager, IT Operations Manager, and Service Delivery Manager to effectively manage operational stability and ensure relevant initiatives are delivered on time and on budget.

The PMO Manager will work with the support, sales and service delivery teams to balance the needs of the customers with the timelines of any order or transition. The PMO Manager will also assist in the integration with existing or transforming business processes and non-IT orders.

This role is also responsible for the management of the provisioning process. Liaising with partners, suppliers and internal staff to provision new phone numbers and port existing numbers. This includes providing subject matter expertise to the Project Analysts and Intern staff, supporting and coaching them to be able to manage porting and new number requests independently.

Project Analysts and Interns staff the support process for tracking, monitoring and overseeing the delivery of new orders. The criteria for new orders can vary greatly from company to company, but some of the typical determination criteria are:

• Overall order size;

• Implementation duration;

• Order complexity (should an order be elevated to a Project status?);

• Integration with existing or transforming business processes and non-IT projects.

Primary Responsibilities

• Define PMO objectives, positioning PMO with the rest of the organisation, helping with escalated issues;

• Manage the identification, development and implementation and maintenance of all PMO processes in coordination with the Service developed processes;

• Represent the client in respect to orders handled by the Business, and represent the Business when engaging with the client in respect to these orders;

• Track, monitor and manage order related requests including transitions, new contracts and transformations;

• Provides overall analysis and coordination according to client and Business standards (including requirements acceptance, proposal review, order oversight and reporting, management of delivery issues, acceptance of deliverables, order closure);

• Work with key stakeholder groups to ensure PMO process consistency across the Business and client organisations, taking into account regional and technical differences;

• Manages order fulfillment timeline, resources, milestones and deliverables and validates relevant Business cost estimates as well as Client cost estimates;

• Manages the issue and risk resolution process during order fulfillment planning and implementation;

• Co-ordinates with other teams who are responsible for delivery work in support of the order fulfillment;

• Provides status and performance reporting;

• Identifies potential optimisation opportunities to drive greater speed or savings;

• Coordinates order related change management approvals;

• Perform administration and provide oversight on PMO systems;

• Manage the issue and risk resolution process during planning and implementation;

• Track and report overall PMO performance and results, taking corrective action as and if necessary;

• Act as initial point of escalation for clients in relation to orders handled by the PMO;

• Provide guidance, support and oversight to staff, setting performance indicators and reviewing performance against these indicators in line with Business policy.

• Provide coaching and mentoring to less experienced members of the PMO to ensure they become effective members of the team.

• Plan and secure appropriate resource to carry out the required provisioning activities and to ensure porting activities take place on the assigned day;

• Govern and manage the number provisioning process ensuring requests for new numbers are submitted in a timely manner and with the appropriate documentation;

• Ensure the output of the ordering, provisioning and porting processes matches the request from the customer and the requirements of the Business;

• Govern and manage the intake of new orders process, ensuring new requests from customers and internal stakeholders are logged, prioritised and assigned to appropriate resource(s).

Requirements

• Project management experience (Some certification a plus);

• Knowledge of business environment and culture;

• Negotiation and issue resolution skills;

• Organisational skills;

• Staff handling and management experience;

• Commitment to administrative and reporting activities;

• Customer service focused.

Benefits

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

• Job Type: Permanent

• Role can be worked as fully remote or in our office in Cape Town

• 40 - 45 hours per week (This will be a mixed early and late shift rotation, over 4 days on, 4 days off pattern - The shift times will be discussed at interview stage)

• Retirement Fund & Medical Aid

• Death, Funeral and Disability cover

• 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)

• Continual professional development plans