Principal Services Delivery Program Manager

2 hours ago

Singapore SAS INSTITUTE PTE LTD Full time

**Summary**:
**Coordinates all aspects of service offerings and delivery in alignment to product offerings for an internal or external client, from inception to installation and steady state. Installations may involve acceptance of capitalized equipment or enterprise software systems, or system integration or consulting projects/engagements. May work at client site from time to time. Typically involves extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams. Project is typically focused on the delivery of new or enhanced products to improvement of customer satisfaction through the use of technology.**

**Primary Responsibilities**:

- Responsible for maintaining alignment of program scope with strategic business objectives and making recommendations to adjust program scope to align with strategic business intent.
- Drive implementation life cycle for programs from inception through delivery for new and upgraded professional services or offerings.
- Serves as escalation point for project issues across the accounts or program workstreams.
- Identify new software or services opportunities within the account or program and communicate to the appropriate SAS management team(s).
- Generate and drive program schedules, milestones, and phase review processes.
- Anticipate and resolve cross-functional project related issues and work with Project Managers to implement improvements.
- Identify the interdependencies between the different projects in the program and monitor them through the different project lifecycles (Multi-Project Management)
- Measure and monitor internal, external and stakeholder client satisfaction and implement processes to improve satisfaction.
- Formulate, monitor and report metrics to measure and communicate program goals and schedules to cross-functional teams.
- Work with functional and constituent managers/project managers to define requirements for resources, and coordinate the sharing of resources.
- Use program and portfolio management accountability methods and processes to ensure quality programs.
- Collaborate with SAS technical teams to ensure technology or implementation issues are quickly resolved.
- Identify and communicate training and support needs to enable consultants, project managers and partners to provide implementation services or offerings on new initiatives and updates.
- Assess and monitor risks, recommend and manage mitigating actions commensurate with risk levels.
- Create and maintain electronic shared repository of program management information for all programs.
- Contribute leading practices and lessons learned content to knowledge management repositories.
- Provide leadership modeling and mentoring to Implementation Project Managers.
- Facilitate and lead change through formal Change Management procedures and informally through exercising leadership in customer facing program roles.

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