Programme Manager
Core
Manage customer contacts and service delivery across the Digital Business Unit and Records Management service lines to ensure customer excellence.
Role type
Programme Manager (Customer Support)
Builds
Allocated account services and Records Management solutions
Domain
Information management and digital transformation services
Deliverable
client delivery
Required skills
stakeholder management, issue tracking and resolution, change request coordination, quarterly reporting analysis, process improvement identification, internal documentation creation, training facilitation, root cause analysis, billing coordination, solution specialization, ramp-up management
Preferred skills
adaptability to changing priorities, cross-departmental collaboration
Technologies
service management tools, customer support tools
Responsibilities
Serve as the primary voice of the customer for allocated accounts; track and resolve service delivery issues; coordinate change requests; present and analyze quarterly customer reporting; identify process improvements; lead internal and external communications on performance and trends; ensure internal documentation is up to date; facilitate training for operational teams; drive root cause analysis for incidents and SLA gaps; coordinate with billing teams for invoicing; manage complex stakeholder matrices; support business growth with the Global Account Manager; manage customer ramp-up and hypercare periods.
Seniority
Mid-level, hands-on IC