Simplilearn - Program Manager - Delivery Excellence

Achieve excellence in customer satisfaction, and hence, help organization in retention / gaining repeat business

- Develop, deploy, and enhance the framework, standards, policies, and procedures for Professional Services project management on customer-facing implementations and technology projects

- Help organization by being a strategic partner through consulting mindset

- Ensure effective project management practices are followed and deliver high quality results for customers

- Provide project management leadership and oversight for key projects

- Own and manage the Project Governance process, ensuring timely, cross-functional resolution of at-risk projects

- Monitor key metrics and conduct project audits to ensure quality and compliance with established procedures and best practices

- Manage a best-practice center of excellence for the team to ensure that lessons learned are effectively captured and leveraged across the team

- Advise leadership about the project portfolio, status and resource planning for delivering customer implementations and other strategic business initiatives

- Maintain a small portfolio of directly managed customer projects

- Manage selected account and customer escalations; facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly.

- Demands high amount of interactions at different levels, influence and decision making.

- Monitor delivery performance KPIs, trends and facilitate corrective / preventive measures with the client servicing and operations teams.

- Drive Continual Service Improvements within the delivery operations. Leverage through quality tools and frameworks like Lean Six Sigma, ITIL, CMMi, etc.

Looking For:

- A Lean Six Sigma black belt certified. Exposure to Agile - SCRUM is added advantage. Driven LSS GB / BB projects independently and demonstrated business benefits - Financial gains and/or productivity gains.

- Very good communication, interpersonal skills and people skills - ability to command respect and influence others

- The ability to work well both individually and as a team member

- 5+ years minimum experience in Project Management