Manager - Service Transition UKI Transversal

About the role

Mission
Lead a team of APMs (Transition team) reporting to the function Head. The role
allows for a greater depth of involvement with the team members, supporting
the function Head with key requirements such as:
¿ Project resourcing, support and performance reporting
¿ Project quality (including CSAT)
¿ Coaching and mentoring
From time to time it may be necessary for the manager to support the team in
their own projects/ assignment. This will be determined by the size of their
team, projects available and in discussion with the PM Head.
Key accountabilities
Excellence in team management is achieved when the leader of a team delivers
the required results through the team, as per the business requirements. This
requires managing the team in a professional way, recognizing the value and
individuality of the people, whilst delivering results in a complex changing
environment, constantly adapting to new requirements and customer needs.
Acting as a team advocate when dealing both internally and externally.
Performance
* Ensure that the scope managed by the team achieve or exceed the set targets
* Review the dashboards and the forecast to achieve proactively the required performance.
* Using appropriate quality management techniques, ensure CSAT targets are met. Implement corrective action techniques as appropriate.

Quality
* Ensuring that quality is planned into the assigned scope and that there are the necessary mechanisms in place to measure performance. Particular emphasis to be focused on Project Health Checks, Project Reviews and Project Audits in line with company requirements.
* Reporting quality outcomes and recommending and driving continuous improvement.
Methodology & Standards
Ensuring that Synergy methodology is applied to all projects in a consistent
and comprehensive manner, commensurate with the requirements of the projects.
Performance and objectives
* Setting, monitoring, and reporting against individual team member goals and objectives.
* Creating Individual Development Plans with team members.
Knowledge management
* Championing all KM initiatives and ensuring team buy in.
* Promoting KM tools and leading by example in their use.
* Ensuring the existence of a database of previous projects and ensuring learning within the team
Resourcing & assignment
* Allocating appropriate resources to
* Projects/ scope and forecasting resource requirements to management.
* Supporting the team Head with recruitment activities.

Skills & Competencies
Ensuring that team members regularly conduct a self-assessment in line with
company requirements and taking the necessary actions to address
skill/competency gaps and career planning initiatives.
IB - Zones - (Sales)
* Working closely with the Sales Team to ensure an appropriate delivery input is provided for each bid
* Having close monitoring of the pipeline and business requirement
Problem Resolution & Escalation
Assisting team members with problem resolution and acting as the first
escalation point for the scope assigned to their team members
Management Reporting
Provide a range of reports to management,
as required i.e. revenue, utilization, forecast loading and personal revenue
trackers etc
Mentoring & Coaching
Provide a mentoring and coaching service to team members as necessary to
support their growth and development within the business.
Administration
Ensuring accurate and timely administration for the team. Duties typically
include timesheets, holidays, sick leave etc using the specified tools such as
my tools..
Team Building
* Using various techniques to enhance the effectiveness of the overall team, ensuring there is an appropriate balance of team member skills, morale is high and the team are recognized when appropriate.
* Chair regular team meetings, togetherness, and individual meetings
Continuous Improvement
Identifying and implementing a range of continuous improvement initiatives to
enhance business performance and increase quality.
Financial:
Leading a team will require appropriate authority levels in order to conduct
the necessary day-to-day activities needed to lead the team, in line with the
requirements of the job. The manager has the following authorities:
* Personal Revenue approval
* Timesheet approval (Prime or any other tool for monitoring the proactivity)
* Goals and objective setting approval
* Holiday/Leave approval
* Project/Scope assignments

About you

Knowledge and abilities
* Ability to engage and partner with customer and internal staff as required.
* Skills for the motivation and leadership of the team towards goals and targets.
* Team development skills.
* Good understanding of the telecoms and IT industries.
* Project management methodologies and tools.
* Delegating tasks and responsibilities.
* Approaches to project quality management at the project and portfolio levels.
* Financial management, including full understanding of department P&L.
* Expert in the methods and techniques for the timely reporting of progress of varying activities to senior management.
* Effective written and oral communication with the ability to tailor the approach.
* Experienced in effective problem solving techniques with ability to resolve individually or through facilitating a team of appropriate experts.
* Understanding and keeping the customer's or client's needs continually in mind when taking actions or making decisions.
Education, qualifications, and certifications
Degree in business, science (or other relevant area), or equivalent relevant
experience.
Project Management Certification/Knowledge such as PMI PMP or APM PRINCE2
Practitioner.
Experienced in the application of Synergy project management methodology to
provide consistency of delivery and quality.

Additional information

Experience
* Principles, methods and techniques for the effective management of projects.
* A minimum ‎3 years' experience of demonstrated competence in a project management delivery role.
* ‎5 +Years' experience working in an international telecoms/IT environment.

Department

Global Delivery & Operations

Contract

Regular