Head of Customer PMO (Project Management and Order Management)

Join Our Dynamic Team as a Head of Customer PMO (Project Management and Order Management)! 🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

The Head of Customer PMO is responsible for the day-to-day leadership of the Project Management function, ensuring projects and orders are delivered consistently, on time, and to a high standard of quality and customer satisfaction. This role provides hands-on leadership, coaching, and support to Project and Order Management resource, ensures governance and delivery standards are applied consistently across the portfolio, and acts as a key escalation point for customers and internal stakeholders. 

Working closely with the Solutions Delivery Director and peer managers, the Head of Customer PMO also drives continual service improvement, ensuring the delivery function evolves to meet changing customer and business needs. 

Accountabilities and Deliverables: 

Team Leadership & Resourcing 

• Manage the day-to-day function of the Project Management team, ensuring effective planning, prioritisation, and delivery of work. 

• Act as a resource to the Project Management function, leading, coaching, and providing insight to team members, and removing project blockers as required. 

• Ensure new projects and orders are distributed to the most appropriate Project Management or Order Management resource, balancing capacity, skillset, and customer needs. 

• Maintain culture, morale and cross-team collaboration.  

Governance & Delivery Standards 

• Ensure a consistent delivery approach is maintained across all projects and orders, using approved governance models and methodologies. 

• Ensure quality is maintained throughout the delivery cycle, from initiation through to closure. 

Performance & Value Creation 

• Drive WIP management, project delivery, and value creation across the portfolio. 

• Manage project and order SLAs and KPIs on a day-to-day basis, ensuring performance is tracked and issues addressed proactively. 

Customer & Stakeholder Management 

• Ensure customer satisfaction is maintained throughout the delivery cycle. 

• Act as a point of escalation for both customers and internal stakeholders, resolving issues promptly and effectively. 

• Work with the Solutions Delivery Director and other managers to review and implement continual service improvement initiatives across the delivery function. 

Continual Service Improvement 

• Work with the Solutions Delivery Director and other managers to review and implement continual service improvement initiatives across the delivery function. 

Key Business Relationships 

• Solutions Delivery Director and peer delivery managers 

• Project Management and Order Management teams 

• Customers and account stakeholders 

• Sales, Product, and technical delivery teams