The Program Manager will lead and take ownership for various global rollout and migration projects for cloud contact center solutions for international customers. The role requires to lead, steer, and manage a group of project/rollout managers and project teams throughout all project phases in an agile setup.
The program manager will facilitate communication between and towards stakeholders, report status and progress, coordinate cross-functional teams, and work closely with external service providers and vendors to ensure successful rollouts for CCS Cloud customers.
The role requires the delivery of excellent customer experience in complex environments from requirements gathering to final implementation, while at the same time driving continuous improvement within the rollout process with the goal to enable the program to scale-up and successfully deliver a higher number of rollout projects at the same time.
The role requires not only to drive the program success and its projects in terms of quality, timelines, budget, and customer satisfaction, but also to oversee the mitigation of risks or disputes.
Responsibilities
• Program leadership
- Lead and guide project managers and project teams closely throughout all project phases while establishing clear ownership for the projects, ensuring projects are delivered on time, within scope, and on budget
- Ensure a continuous and stable service for the customers during the rollout or migration
- Ensure project teams create/apply required artefacts and enable them to follow best practice project management
• Stakeholder management & communication
- Facilitate effective communication between all stakeholders, including department head, internal teams, external service providers, and customers
- Keep stakeholders informed through regular status reports, steering committee updates
- Actively participate in agile meetings/ceremonies and ensure a close collaboration within the tribe or with other squads
- Foster a positive and good relationship with customers
• Risk & change management
- Proactively identify issues, impediments, and risks and implement mitigation measures
- Keep management informed and involved where needed and as early as possible
- Manage scope changes and exceptions with steering committees and ensure efficient handling of any project adjustments
• External service provider coordination
- Manage close collaboration with external service providers, ensuring they meet performance expectations and deliver solutions with the target to enhance the customer experience
- Identify upcoming issues or risks and manage disputes
• Customer advisory & training
- Ensure close work with customers to understand their requirements, provide advisory services during rollouts, and ensure successful training
• Quality management
- Ensure all deliverables meet the agreed specifications and standards
- Coordinate post-rollout support and operational handovers to ensure a smooth transition to operations
- Ensure projects are delivered in a complainant and audit-proof manner
• Continuous improvement & upscaling
- Foster and ensure the capture of project insights and lessons learned to contribute to the development of best practices for future rollouts
- Advise project managers and teams to increase their productivity and leverage synergies between projects
- Improvement of program structure, steering, and artefacts so that an increasing number of projects can be efficiently and successfully rolled out
Knowledge, Skills, & Abilities
• Experience
- Extensive experience as a rollout manager or program manager for large-scale IT projects, ideally in the field of cloud contact centers or related technologies
- Proven track record of managing multi-million EUR, global projects with a focus on system integration and migration in leading cross-functional teams in an agile setup
• Technical knowledge
- Strong understanding and technical knowledge of cloud technologies and Contact Center as a Service (CCaaS) platforms
- Experience in managing design, data migration, testing, and cutover phases of large-scale deployments
• Project management
- Proficiency in IT program and project management as well as in an agile setup
- Strong skills in creating and maintaining project documentation (e.g., project charters, risk logs, status reports) and developing project plans, breakdown tasks, and steer timelines and budget
- Skilled in managing competing demands in a dynamic environments
• Leadership & communication
- Excellent communication and strong interpersonal skills for facilitating discussions
- Able to fosters alignment across teams and stakeholders and to inspire and motivate team members
- Skilled in ensuring information is efficiently distributed within program and decisions are made in time
- Ability to manage cross-functional, global teams and to foster a collaborative and inclusive culture as well as effective coordination with internal and external stakeholders
- Able to drive and teach the team to a strong problem-solving mentality
- Efficient delegation of work assignments matching the responsibility to the suitable team member while enabling team members to work independently
• Customer Service Attitude
- Ability to manage difficult or sensitive customer situations
- Experienced in responding promptly to customer needs as well as perceiving and translating customer feedback to improve services
- Teaching the project team for customer orientation
Credentials & Experience
• Experience in working with international teams in a multicultural environment
• Experience in complex technical solutions
• Minimum of 7 years’ experience as program or project manager
• Proven PMI, IPMA, or PRINCE2 experience
• ITIL V3 or higher experience
• Willingness to travel internationally up to 30%
Languages
• German: business fluent (written and spoken)
• English: business fluent (written and spoken)
65608 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent
About Allianz Technology
Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.
We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.
Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
D&I statement
Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, ethnicity and cultural background, age, nationality, religion, disability, or philosophy of life.
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