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Job Title:

Advanced Program Manager

Business Area:

Product & Client Support

Location:

Cebu City, CBU PHL

Job ID:

138985

Advanced Program Manager

JOB TITLE: 

ADVANCED PROGRAMS MANAGER 

SERVICE UNIT: 

Professional Services 

REPORTS TO: 

Functional manager: WW Technical Operations Manager 

People manager: WW Professional Services Manager (Cebu) 

 

JOB FUNCTION 

The Advanced Program Manager (APM) is responsible for the successful implementation of programs for new or existing customers. 

 

The Advanced Program Manager will serve as the single point of contact during the initiation, qualification, planning, execution, closing phases, and governance during BAU. 

 

The Advanced Program Manager provides the end-to-end management for defined MPS programs. Below are the phases: 

  • Qualification / feasibility 

  • Planning / solution readiness 

  • GO Live 

  • Monitoring / Support 

  • Governance / Reporting 

 

Existing programs are: 

  • Proactive Device Notifications 

  • Auto Config & Debrief Tool 

  • Predictive Services 

  • Service Dashboard 

  • Print As A Service 

  

 

ROLES, RESPONSIBILITIES AND AUTHORITY 

Qualification : 

  • Review customer’s requirements. 

  • Review customer’s expectation regarding the program deliverables.  

  • Understand the customer’s specifics and constraints regarding the program implementation and execution.   

 

Planning: 

  • Plan, schedule, monitor, evaluate and direct projects to ensure a complete and satisfactory solution is implemented 

  • Produce a project plan of all phases, activities and tasks necessary for executing the project and manage the project schedule. 

  • Identify device firmware dependencies and execute the plan of corrective actions. 

  • Identify device configurations dependencies and execute the plan of correctives actions.  

  • Engage Technical Operations for Data Transaction Infrastructure readiness. 

  • Provide current updates to meeting minutes 

 

Go Live: 

  • Ensure the readiness of the systems 

  • Active the program via functional setup 

  • Manage the communication toward the program stakeholders. 

  • Manage the stabilization phase and confirm steady state 

 

Monitoring and support: 

  • Perform the end to end monitoring of the program. 

  • Ensure that monitoring profiles are applied according SLAs 

  • Provide L1/L2 support 

  • Engage appropriate L3 support if required (I/T, Technical Operations, Business) 

 

Governance: 

  • Maintain and deliver both metrics and KPIs about programs execution and performance. 

  • Organize Business review with the stakeholders 

 

 

 

 

EDUCATION & EXPERIENCE 

  • Bachelors Degree or equivalent 

  • PMP certification preferred 

  • 5+ years experience - preferred in application deployments  

  • Demonstrated experience in managing a project scope, budget, margin and resources 

  • Past experience working in a role responsible for managing a client relationship 

  •  

 

 

 

 

COMPTENCIES & SKILLS 

General (transversal) competencies: 

  • Excellent oral and written communication skills 

  • Intermediate to Advanced skills using standard office productivity tools 

  • Successful candidates will have demonstrable experience working in a small team environment with a minimum of direct day-to-day direction 

  • Successful candidates with have a bachelor's degree in a technical field such as CS, EE, CIS, etc. or demonstrable experience 

 

Professional competencies: 

  • Excellent Project Management, analytical, problem solving and process management skills in addition to technical attitude 

  • Computer Science or related field (required) 

 

An ideal candidate will have the following technical experience (advantage): 

  • At least five years' experience managing Microsoft Windows Server environments including Server 2008 and Server 2012 

  • At least five years' experience with remote network configuration and monitoring of printer/MFP hardware 

  • At least five years' experience working in a global/worldwide organization 

  • At least five years' supporting a n-tier application in a global, operational environment 

  • Advanced networking skills (VPN, routing, proxy, firewalls, SNMP, NPAP) and knowledge with the TCP/IP protocol stack 

 

Personal characteristics 

  • Excellent communication skills and customer service skills 

  • Detail oriented 

  • Self-starter 

  • Individual must demonstrate a high level of business acumen 

  • Ability to get along well with diverse personalities—flexible 

  • Strong leadership skills, ability to direct employees 

  • Professional demeanor and appearance 

  • “Hands on” management style—drives team involvement  

  • High levels of natural and intentional organization capabilities 

  • Strong analytical and reasoning abilities.  Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises