FJ Level: 12
Area/Tower: Program & Project Management
Purpose
The Program & Project Management Services Manager is an execution-focused leadership role and at a level below the L3 Global Sub-Capability Head, Cluster Delivery Head of Program & Project Services – IN/PH/MY. The role contributes to the transformation of the Global Delivery Unit into the Future Mode of Operation (FMO) supporting large-scale adoption of automation, follow-the-sun delivery, AI techniques, and a one-standard approach across Global Delivery Centers, while ensuring quality and competitiveness at a GDC level.
The Program & Project Management Services Manager is a GDC-based role with accountability within a single location. The role will be responsible for operationalizing and executing globally defined sub-capability strategies within the GDC-specific Program & Project Management Services’ managed area / service and team. This includes optimizing service delivery, operational performance, and delivery execution within the agreed global framework defined by L3 leadership. While global strategy ownership remains with the Cluster Delivery Head of Program & Project Services – IN/PH/MY, decision authority of the Program & Project Management Services Manager is focused on operational execution, prioritization, and delivery governance within a single location.
Key objectives:
- Given the role has single-location accountability within one Global Delivery Center and country, execute and operationalize the globally defined sub-capability strategy and standards for the managed area / service and team within Program & Project Management Services of P&PS, aligned with the HIT&DWP Service Line strategy.
- Manage and develop high-performing professionals within the Program & Project Management Services’ managed area / service of dedicated location, collaborating with global and regional stakeholders.
- Provide guidance and support to local team members within the managed area, fostering continuous learning while promoting diversity and an inclusive workplace.
- Ensure effective and efficient delivery through strong people leadership, skills development, and implementation of global career pathways.
- Oversee the planning, execution, and delivery of services within the local managed area / service and team of GDC.
- Drive continuous improvement and standardization across all managed services or teams within the GDC, aligned to expected outcomes such as standardization, effectiveness, efficiency, and roadmap delivery.
- Identify opportunities for business growth and improved market competitiveness, tailored to the managed area.
- Establish and oversee management reporting, review, and change-control processes.
- Drive the adoption and effective use of Agile practices. Implement AI and automation solutions as defined by global standrads to enhance local delivery performance.
- Ensure compliance with industry regulations, organisational and GDU policies, and incorporate ESG (Environmental, Social, and Governance) principles within the local GDC scope.
- Manage delivery within agreed budgets and financial frameworks defined at sub-capability level, ensuring cost discipline and forecast accuracy.
- Participate in the pre-sales process at local execution level, including cost-model development and approvals.
Continuously monitor and analyse market trends affecting the managed area / service and team of GDC to identify opportunities and challenges.
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Qualifications:
- Experience: Several years (at least 8) in the IT industry, and in a leadership or management role.
- Significant experience in managed services operations, with a track record of implementing standardized processes and delivery excellence.
- Industry Knowledge: Deep understanding of Program & Project Management Services related industry, including the latest trends, challenges, and opportunities.
Certifications: preferred, but non-mandatory certifications, i.e. ITIL, Agile, PM (PMI, Prince2, P3O, PgMP).
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Competencies:
- Operational Excellence: Knowledge of operational best practices in the Program & Project Management Services within GDC, including process improvement, quality management, resource optimization, and performance metrics.
- Strategic and Commercial Acumen: Ability to support and execute strategic plans for Program & Project Management Services’ growth, improve service delivery, increase client satisfaction, and align operational goals with organizational strategy.
- Financial Acumen: Understanding of financial management principles, including budgeting, forecasting, and financial analysis. Ability to manage the profitability of managed area / service or team of GDC.
- Leadership and Team Management: Proven ability to lead, motivate, and develop high-performing teams. Strong decision-making and problem-solving skills.
- Client Relationship Management: Experience in managing client relationships, understanding client needs, and delivering high-quality service.
- Communication and Collaboration: Strong verbal and written communication skills, with the ability to effectively engage with clients, team members, senior management, and diverse stakeholders. Demonstrated ability to foster collaboration and teamwork within GDC.
- Adaptability: Ability to adjust to rapidly changing environments while applying a problem-solving mindset to address people challenge.
Global and Cultural Awareness: Experience working in a global environment, collaborating with international clients of of managed area / service or team of GDC.
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