Remote Client Services Program Manager

Summary

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requirements

• Minimum of 10 years + experience of managing complex IT software projects using established project/program management disciplines and methodologies. Recognized project management certification such as PRINCE2, PMP, MSP, etc… preferrable
• Experience of managing multiple concurrent IT/software projects of varied complexity utilizing cross-functional teams in multiple geographical locations
• Experience of managing IT software implementation and integration projects. Technical, IT or telephony background is an advantage, but experience of managing complex IT/software projects is essential
• Experience of working with SMEs in developing scope of large programs
• Solid understanding of all phases of the Systems Development Life Cycle (SDLC), Data migration, Integration, Consolidation, Profiling and Cleansing
• Relevant Bachelor's degree or equivalent of education
• Must have experience of customer facing program/senior project management with focus on client and internal stakeholder management, reporting and team management
• Must have highly developed soft skills capable of excellent stakeholder management with the gravitas needed to build long term relationships

Responsibilities

• Lead and manage multiple customer facing software delivery engagements either directly or when working with Project Managers through initiation to closure to ensure that effective governance is consistent with best of breed practices
• Working with customers of different sizes and utilising cross-functional teams in multiple geographical locations throughout the world to ensure delivery success
• Provide effective, accurate and timely communications to all senior stakeholders and to schedule and attend all senior stakeholder meeting including Steering Committees to act as clear point of with client sponsors and senior management to improve CSAT returns
• Ensure that Risk Management is proactively employed across all projects and programs to identify and mitigate risks with actively involving clients to ensure there is a clear solution focus that assures the project delivery. Where necessary notify of any potential escalation in good time along with proposed countermeasures
• Ensure that scope is monitored and controlled on projects and that any deviation is proactively addressed through re-planning and change control, where necessary, to safeguard program baselines
• Ensure that revenue forecasts, budgets and invoices are accurate and tracked regularly to ensure that Actimize projects have a strong commercial focus
• Manages costs, schedules and quality by overseeing project deliverable s. Ensures schedule and budget are met. Identifies need for changes and revises within established guidelines/policies as appropriate
• Measure the quality and efficiency of each delivery. Proactively provide feedback on lessons learned and contribute to the development, maintenance, and enhancement of all project management resources, processes and tools used within the Services team
• Addresses performance issues within prescribed guidelines

Benefits

Enjoy NICE-FLEX! At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week