Director Program Management Office

仕事内容

POSITION SPECIFICATIONS

Role: Director – Program Management Office

Location: Any Metro in India (Gurgaon / Mumbai / Bangalore)

Reporting to: Vice President, Customer Success Services India

Objective of the Role:

Establish a formal Program Management office for CSS India, covering all functions of Customer Engagement life cycle including:

• Management (Hiring Plans/Execution, Allocations, Internal B&L)
• Procurement Management (Vendor Contracts, Allocations, Invoices & Payments)
• Management (Resource Levels, T&E, EBH, Time Cards, Billable Utilization, Avoid Project Overruns)
• Management (Country & Engagement Level)
• Management (Manage Delivery Compliance wrt QA/Health Checks actions)
• Management (Define, Document Changes, Tool Development & Institutionalise consistent Adoption), Identify ways & means to improve efficiency
• Management (Booking & Revenue Forecast linearity, Deal Metrics, Maintain SOW/Proposal Templates, Track Initiatives Progress)
• Management (Consistent & constant dialogue with all stakeholders from GD/TAM/Sales, Monthly Business Score Card, Metrics Reporting, QBR preparation)
• Management (Periodic Review of following delivery metrics and work on continuous improvement of metrics)

Actions

• Monthly News Letters
• SVRs
• Sites Compliance
• Management (all aspects) e.g. P&L for ACS & MCS Business
• P&L Metrics , tracking P&L goals including Revenue and Margins.
• Monthly Backlog / Revenue / Utilization trends for PFM projects and Maximize revenue with effective Staff Allocation
• EAC Submission Tracking
• Project wise Time Sheet Tracking
• Review ICT and Sub Contracting Expenses
• Contract Clean-up for project closure and Draw down of revenue
• Optimize overtime processing , Review Overtime expenses and Tracking
• Contact Invoicing and pending Payments Tracking
• Conduct budget reviews periodically and report cost plans to management.

Key skills and competencies (Behavioural):

• to interface effectively with peers / senior management
• influencer with multiple CSS stakeholders in a highly matrixed leadership structure
• to define and ensure adherence of Process driven approach
• to lead & provide direction in group meetings, and orchestrating the entire process internal and external & track actions until closure
• communication and presentation skills & a strong commercial acumen
• be comfortable with change i.e. willing to play the role of change agent, as CSS continues to evolve

Overall experience of 20+ years with expertise in managing business by process than a person.

Sample metrics for Staffing and Resource Alignment.

• Contract Staffing Requirements by Skills (DB, WLS, Apps, Systems) & By Location
• Staff Allocation with IC levels and Expertise.
• Maintain Staffing Metrics (By Role (ASE/TAM), By Manager, By Location, By Level, By Aging (<1 Yr, 1-3 Yr, 3-5 Yr, 5-10 Yr, 10+ Yrs))
• New Joiners and Attrition – YTD & Current Quarter;
• 3PL Converted to Employee – YTD & Current Quarter;
• Track Hiring progress with Workflows in Approval
• Staff Allocation Plan by Resource being hired
• Cumulative Staffing Gaps by Skills

Sample Delivery Tracking.

• Productivity with Utilization (Billable, Non Billable, Un-submitted) – Flag low utilization Cases
• T&M Projects – Under delivered (Alert TAMs) or About to Completion (Alert Sales) i.e. Running Behind or Running Ahead
• Renewals
• Critical governance deliverables as per Contract especially Value Additions

Sample Sales Metrics & Trend Analysis:

• # of Deals, Deal Size (Mix, Max, Average Value)
• By LOB: ACS, MCS NL/Upsell, MCS Renewal, OU SaaS, OU Tech
• By Charter: Day2, Day0, Managed Upgrades, Systems
• By Quarters i.e. Q-O-Q Growth (Sequential As well)
• By Apps, Tech, Systems
• By Cloud/On Prem
• By Industry Vertical: IT, Enterprise, Govt, Banking, Manufacturing
• By Type of Business: SSC, BCA, T&M, FSS, Custom FP
• By Region N, E, W, S, Private Banking, PSU Banking
• By Customer Segmentation, <100k, 100-500k, 500-2m, 2-5m, 5m+
• By Top 20 customer spends
• By Number of Unique Customers i.e. Unique Customer Growth By Year
• By New Logos/Winbacks -> Unicorns
• Highest % Growth by Customer
• XloB Attached Biz, Partner Led Biz
• Rep wise growth + Renewal
• Rep Productivity over years