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Service Transition Programme Manager

Location: UK - Hatfield, Belgium - Zaventem, France - Aix en Provence, France - Bordeaux, France - Lille, France - Lyon, France - Paris, Germany - Berlin, Germany - Dortmund, Germany - Frankfurt, Germany - Kerpen, Germany - München, Hungary - Budapest, Hungary - Budapest, Poland - Poznań, Poland - Poznań (24/7), Spain - Barcelona, Spain - Barcelona, Spain - CS MADRID, UK - Belfast, UK - Birmingham, UK - Bristol, UK - Cardiff, UK - Leeds, UK - Liverpool, UK - London, UK - Manchester | Job-ID: 57505 | Contract type: Standard | Business Unit: IT Project Management

 

Service Transition Programme Manager (PRG)

 

What you do:

As a Programme Manager (PRG) in Computacenter’s International Group Services Take-On Team you will be implementing the largest and more complex service take-on projects and programmes.

Your scope of activity can range from contributing to pre-sales, through delivery and into closure. You will need to understand and work with different commercial models (e.g. Fixed Price, Time and Materials or Resource on Demand). Your responsibilities will also include management and reporting, including the finances of the project.  

Delivery of a successful project will include some or all of the following: building and/or supporting your team, ensuring the agreed products are delivered, effective communication, managing project controls (including risk, issue, customer dependencies, and change) and providing a high-quality professional outcome to the satisfaction of our customers and internal stakeholders.

Budgetary value of projects led will be in excess of €2m

 

How you fit in:

  • You’re part of the International Group Services Take-On Team
  • You’ll engage with other areas within Computacenter as required, including GIS, Group Delivery ISPs, Delivery Leadership, Consultancy, TRG (Engineering), Service Management and the Sales teams.
  • Depending on the assignment, you’ll report to the GST Director or Senior GST Programme Managers / Directors.
  • You may lead a team of PM’s from within GST INT and our network of Internal Service Providers (ISPs). It will be a virtual and/or matrix delivery organisation.
  • You will deliver into the end customer and the post Contract Signature Opportunity Owner (Service Manager) to ensure the required customer outputs are achieved.
  • You may work independently as well as part of larger teams, often on customer sites.
  • Behave Ethically: Understand ethical behaviour and business practices, and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organisation
  • Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organisation.
  • Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
  • Creativity/Innovation: Develop new and unique ways to improve operations of the organisation and to create new opportunities where possible and/or appropriate.
  • Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organisational parameters.
  • Foster Teamwork: Work collaboratively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
  • Lead: Positively influence others to achieve results that are in the best interest of the organisation.
  • Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organisation.
  • Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities.
  • Plan: Determine strategies to move the organisation forward, set goals, create and implement actions plans, and evaluate the process and results.
  • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
  • Calm under pressure, considered but knows when to push back either to the customer and/or internally. 
     
    What you’re responsible for:
    Your overall responsibility is for the successful outcome for the large/complex project or programme you are asked to lead; your responsibilities will be defined in the project control documentation and your Terms of reference (see above). These will be delivered alongside the agreed financial outcome of the programme you lead. In support of this, you’re expected to broadly understand both what Computacenter sells and delivers and have a working knowledge of the technology/solution.
    You’ll be responsible for delivering your assignments in accordance with the Group Service Take-on Framework and the Deal Lifecycle Framework.  

 

  • Key areas of responsibility:
  • Receive handover from Deal Acceptance
  • Handover from the Sales Teams (Solution/Service designer min)
  • Kick-off meetings with client & Internal ISP’s
  • Plan and manage Post Contract Verification with client
  • Establish governance framework – Transition Board etc.
  • Own Delivery of transition service, ensuring the dependencies between ISPs are understood and proactively managed
  • Engage with client and stakeholder representatives
  • Ensure client dependencies are accepted by client and delivery is prompted
  • Management of Risks, Assumptions, Issues, and Dependencies
  • Deliver Transition using the Group Service Take-On Framework
  • Manage the transition budget, ensuring that monthly finance reports are completed, with revised forecasts to completion, with any variance to forecast being flagged and appropriate actions taken to ensure that the project remains on or under budget
  • Completion of weekly project reports
  • Ensure products are delivered and signed off
  • Manage Milestone Objective & Dependencies plan
  • Manage Service Readiness and Cutover
  • Prepare Checkpoint 6 & Service Handover with Service Management representative
    • Have a working knowledge of the Internal Service Providers and what services they provide in support of any project you are managing/delivering.
    • Identify key lessons learned from delivered projects, share these with the rest of the GST Team and more widely in CC, and apply these to future projects.

 

Change Management

    • Communicate potential risks and issues (including dependencies) that are likely to require formal change to stakeholders as early as possible, to minimise future conflict/commercial exposure.
    • Comply with/ensure the Change Management process is followed in the required timeframes to minimise Working at Risk/commercial exposure and optimise our contribution.
    • Ensure changes are agreed with the customer, or commercial owner prior to commencing and additional work.
    • If there’s any change to the project’s approved commercial baselined deliverables (as defined in the SoW) all relevant stakeholders must be informed. This should include changes to cost (including supporting cost models), revenue, scope, timescales and any service impact.
    • Update the project plan to reflect changes once they are approved.
    • A record of all change approvals needs to be maintained in the project data repository (Quantum

 

Business Management

    • Be aware of the account strategy for your aligned account so that you understand the customer’s priorities.
    • If you see any opportunities for additional growth projects during Take-on, let the Account Team know about them so that they can be formally progressed.

 

Contract Management

  • Manage scope and understand the commercial baseline, supporting the development, negotiation and agreement of Statement of Work contract changes.
  • Work with the allocated contract manager and lead Service Manager to agree customer changes to the scope, duration and costs of the project and ensure commercial acceptance of any change before work begins on its delivery.
  • During the delivery of the project you will follow the commercial rules within Computacenter including the adherence to all Governance requirements.

 

Financial Management

    • Support and enable the successful delivery of the project to the agreed financial baseline to meet (or exceed) the Key Performance Indicators (KPIs). These are typically defined in the Take-on SoW or Transition Contract Schedules.
    • Support or manage the financial performance of the project or your work-stream by contributing to or maintaining the internal Project Finance Tracker/completing the scheduled monthly Project Financial Reports (PFRs), which require accurate forecasting, invoicing and pro-active cost management (following the 10 Primary Financial Requirements).
    • Do not commence working without approved commercial cover

 

Relationship Management

    • Act as the interface to all stakeholders, ensuring that a positive and constructive relationship is maintained to the benefit of all and supporting achievement of our Customer Satisfaction targets.
    • You’ll build strong internal relationships with all key areas, including, Sales, Service, ISPs and Partner Management in support of any 3rd Party activity.

 

 People Management

    • You will be responsible for leading and shaping or contributing to the team to ensure the successful delivery of your assignment.
    • Ensuring that all members of your project team are appropriately supported, heralded, motivated and engaged and that individual performance is managed in conjunction with the aligned Line Manager.
    • You will be proactive in providing appropriate feedback on performance and approach.

 

Service Management

    • Understand the key measures of service for the accounts to which you are delivering into, including detailed knowledge of SLAs, KPIs, XLAs.
    • Understand link between Solution Design and ability to achieve target SLAs/KPIs
    • Build effective working relationship with the BAU Service Management and Sales Teams during Take-on projects

 

How you’re measured:

  • You’ll have personal objectives and development goals, agreed with your Line Manager.
  • You’ll apply Computacenter’s policies and guidelines and demonstrate our Winning Together values.
  • When required, you should Practitioner Groups and other Practice activities/initiatives.
  • Objectives will be set and will be discussed regularly for each assignment or project. They should include:
  • Delivering the products to the agreed quality, time and financial baseline
  • Outcome and financial control, positive outcome influence and use of the appropriate tools / process
  • Successful and adherence to the GST Framework
  • o Specific project requirements
  • Customer Satisfaction is met/positive feedback
  • Internal feedback from CC stakeholders
  • Pass of each GST Framework Checkpoint
  • Service outcomes are met & SLAs are achieved
  • Milestones are met and billed
  • Delivered to agreed cost, time, quality metrics

 

Skills and knowledge you require:

  • Trained in Prince2, to Foundation level and working towards a Practitioner qualification or equivalent.
  • A demonstrable track record of delivering successful project outcomes end-to-end.
  • Good interpersonal skills and ability to build relationships, reduce conflict and step up to lead when required.
  • Aware of the need to be Emotionally Intelligent, to adapt personal style and approach to meet specific customer needs.
  • Be able to understand the Business outputs required from your assignment or the project you are leading.
  • Skilled user of Microsoft applications: Word, Excel, PowerPoint, Outlook & Project and other relevant tools.
  • Good literacy and numeracy skills.
  • Understand basic ITIL principles.
     
     

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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