Senior program manager

1 month ago

Singapore This Is An IT Support Group Full time

Cloud Go is a consulting company that solves business problems by delivering digital workflows that matter. We are one of Service Now’s largest and fastest-growing Elite services partners, and due to our rapid growth, we need a Senior Program Manager. The Program Manager plays a critical part in Cloud Go’s professional services, managing our project management office (PMO) and the governance and oversight of the program of work to ensure successful delivery of projects for both Cloud Go and our customers. This role will also lead and manage the project managers, ensuring individual growth and development, and as we grow and mature, ensure the project management team is structurally set up for success. You will have a passion for overseeing and delivering successful projects and implementations that give a high level of customer satisfaction. You will be self-motivated, building trust, creating high performing teams, managing risk, and overseeing the delivery of exceptional projects while ensuring individual project budgets are well managed. You will know how to form long-lasting trusted relationships with executive level stakeholders, gaining their endorsement for high quality delivery on time and to the highest quality. You will be the primary customer contact for services, handling issues and escalating as appropriate. Excellent verbal and written communication skills are essential, along with demonstrated abilities in building and motivating high performing successful project teams. Customer satisfaction is key to Cloud Go’s success, and there will be times where you will need to deliver more to maintain our excellent customer satisfaction rating. Key Responsibilities: Accountable for the oversight and governance of all projects being delivered, including overseeing budget and risk management. Facilitating key stakeholder meetings, including regular steering committees with internal and customer teams, reporting on progress, issues, risks, and contributing to issue resolution. Managing stakeholder expectations, maintaining focus on overall governance deliverables, agreeing and applying contractual terms of projects with the project managers. Leading and managing the Project Management team, providing mentoring and support to the Project Managers, including performance and salary reviews, interviewing and hiring of new staff, etc. Developing and maintaining strong customer relationships with key stakeholders, including executive sponsors, program managers, business process owners, and enterprise architects. Managing projects individually or collaboratively with a project manager where required. Accountable for projects delivering successful outcomes, ensuring an excellent reputation for delivery and securing customer satisfaction ratings of 5 out of 5. Monitoring and measuring customer satisfaction. Excellent ability to influence key decision makers while also being the voice of the customer. Developing relationships with key people to ensure they have a great experience with Service Now and Cloud Go, involving others as needed. Understanding the progress and status of each project through regular communications and providing regular internal reporting and feedback. Managing any escalations from Project Managers. Applying knowledge, tools, and technical expertise to create value, ensuring it is tailored to the specific needs of the customer. Competent use of project planning tools and milestones appropriate for the size and scale of the project. Demonstrating the ability to assess, form, and allocate work streams, managing own time and that of others to meet deadlines. Operating competently in all areas of program and project management and delivery. Managing ‘high risk’ projects. Identifying, quantifying, and managing issues impacting the delivery of projects through governance and collaboration with project managers. Collaborating with sales, resourcing, and project development teams. Enhancing & increasing Service Now knowledge by practicing continuous learning, training, and certifications utilizing Cloud Go’s Service Now training platform and other training platforms. Working with our process owners to identify opportunities for improvement. Sharing knowledge and experiences with others. Keeping abreast of new platform features and capabilities. Identifying opportunities and influencing customers to adopt Cloud Go services. Basic Requirements: Excellent ability to engage effectively with all levels of customer and internal teams. Excellent communication and writing skills, and a great team attitude. A love for optimization and continuous improvement, being a problem solver, and curious to understand the why. Detail-oriented. Empathetic, collaborative, and possessing technical aptitude. Applying techniques to achieve influence, impact, and achieve specific outcomes. Providing thoughts and ideas in a clear style using effective verbal and nonverbal communication techniques in formal and informal situations. Presenting ideas convincingly to achieve specific outcomes. Demonstrating skills in building consensus and resolving conflict. Producing clear customer and internal reports, selecting the most appropriate style for the audience. Seeking support from peers where appropriate. Embracing different cultural perspectives, thought diversity, and cultivating workplace equality. Championing processes and continual improvement of our ways of working. 10+ years experience and evidence showing skills and ability in program management. Basic Service Now knowledge. Creative thinking and the ability to think outside the box. Loving what you do. Professional Qualifications and Education Requirements: The following are preferred but not a prerequisite for this position: Service Now Administration PPM Fundamentals. Scrum Master Certification. Project Management Certification (e.g., Prince2, PMP, CPM). ITIL Foundations. Training in Building Relationships, Influencing, and Negotiation. Link: Cloud Go - Senior Project Manager / Scrum Master in Singapore (cloudgoservices.com) #J-18808-Ljbffr

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