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Programme Manager for Customer Experience Programme (002118) in London at Inmarsat

Date Posted: 8/19/2018

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Job Description

Primary Role Purpose

The Programme Manager (PM) for the Customer Experience Programme will be responsible for the successful delivery of the Customer Experience Programme, leading the key initiatives, from definition to deployment, coordinating activities among initiatives and with stakeholders, managing multiple 3rd party vendors, and driving fundamental change in the business capabilities to improve customer experience, effectiveness and efficiency.   

The role will also work with the Portfolio Office to support the further development of best practices in programme and project management, to improve managing complex, large scale programmes. 

Job Requirements

Key Accountabilities

The Programme Manager will be accountable for ensuring that every aspect, capability, resource, and practice necessary to achieve the programme outcomes, is defined, implemented and managed.

  • Lead the programme team: manage it, and motivate it as required.
  • Manage the programme budget, ensuring that costs incurred are monitored against plans and realise programme benefits as planned as the programme progresses.
  • Create and maintain the programme plan, showing an integrated realisation of the key deliverables of the programme, monitoring and reporting progress.
  • Identify issues and initiate corrective action as necessary.
  • Communicate regularly and effectively manage all stakeholders, within the team, within COO and the wider organisation.
  • Build effective stakeholder relationships and consensus across the business, influencing and building effective coalitions with senior stakeholders to ensure that programme outcomes are realised
  • Develop and take overall responsibility for the benefits realisation plan, ensuring that the plan has clear owners who will realise the benefits in the most effective way for the Inmarsat after the programme has closed
  • Responsible and accountable for the coordinated management of multiple related projects within the programme.
  • Approve the project plans of the project teams, negotiating work packages as required. Ensuring delivery of work packages within the set time, quality, and budget constraints.
  • Manage and resolve dependencies between projects within the programme.
  • Identify and mitigate programme risks ensuring clear mitigation actions and owners
  • Manage programme risks, and embed a robust risk management process into the programme working in partnership with the COO Portfolio Office
  • Be responsible for programme quality, embedding quality standards and criteria into the programme.
  • Responsible and accountable for deliverables from third-parties as necessary.
  • Put in place the governance and operational working practices of the programme team.
  • Escalation point for decisions required the projects within the programme
  • Identify, manage and resolve dependencies between projects within the programme.
  • Prepare the agenda for the Steering Committee and ensure clear roles and responsibilities are communicated to the Steering Committee
  • Establish clear and effective governance for the Customer Experience based on standard COO Portfolio Office governance process
  • Liaise with the COO Portfolio Office in further developing, improving and maturing delivery frameworks, process and governance

 Experience and Skills

  • Executive level programme delivery experience with proven track record of leading and managing business transformation.
  • Solid experience in programme management.
  • Industry Experience: Telecommunications, Business to Business, etc., with demonstrable experience in delivering Customer Experience programmes.
  • Large complex programme delivery, at enterprise level, in a multi-national, multi-stakeholder environment.
  • Experience managing multiple vendors, system integrators, contractors, and internal functions; 3rd party sourcing, contract management.
  • Business change expertise, innovative problem solving, coaching the business in delivering outcomes and realising benefits.
  • Business acumen and leadership.
  • Excellent organisational and team building skills.
  • Highly motivated, dynamic individual with strong interpersonal and organisational skills.
  • Excellent understanding in using, developing and maturing programme delivery frameworks and process using industry standard best practice.
  • A track record of successfully delivering complex programmes, including benefits realisation.
  • Conversant with project management methodologies and IT service management (ITIL) standards.
  • Ideally relevant programme management qualification (PgMP or MSP, Member or Fellow of a recognised project / programme management professional body).
  • Experience of working with geographically dispersed teams.
  • Experience with programme and project tools such as SharePoint, Project Server.
  • Able to create a sense of community and shared direction amongst a programme team.
  • Line management or mentoring experience.
  • Proactive and sophisticated manager of key stakeholders, with an ability to build credibility, trust, and rapport with stakeholders at all levels, both within COO and the wider organisation.
  • A forward thinker who is able to take the initiative, and identifies potential gaps in the programme, making recommendations for improvement.
  • Ability to influence at all levels.
  • A proactive communicator who will seek to communicate, and able to engage within the organisation to build awareness of the programme.
  • Business focussed: always looking to maximise benefits for the business and minimize downside risk.


  • Degree educated or equivalent industry experience
  • Prince 2 or MSP certification (Preferred)


The Contractor will report, for day-to-day activities, to the VP, Navigation and Service Performance Management and functionally to a steering group consisting of senior business leadership from across the COO organization. The Contractor will work very closely with all Divisions within the COO function, specifically with Service Assurance (SA) Division, Network Operations (NO) Division and Global Customer Operations (GCO) Division.


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