The Customer Delivery Senior Project Manager is responsible for leading the delivery of large customer-facing projects across multiple domains on behalf of Vodafone's Enterprise Customers. The role involves leading complex multi-party teams and typically encompasses complex and bespoke solutions for Vodafone customers that aim to transform up to two IT solutions within a single project scope, usually across multiple countries within a region. The role reports to the Agile Portfolio Lead or Program Manager, depending on the delivery structure.
The Customer Delivery Senior Project Manager has the following key responsibilities:
Project Delivery: The role has day-to-day accountability for leading the project team in delivering enterprise customer projects with a total contract value of up to €10 million annually.
Stakeholder Engagement: The role engages in contract negotiations and is responsible for translating ambiguous requirements into operational plans, gaining buy-in across all stakeholder groups.
Governance Controls: The role is responsible for setting and following governance controls that align with corporate, customer, and local standards. This includes ensuring strong emphasis on assurance and gate reviews, defining costs, operational budgets, staffing requirements, resources, and risk and change strategy.
Risk and Issue Management: The role is accountable for ensuring that project dependencies, assumptions, and risks are identified, stakeholder buy-in is achieved, stage plans are created, managed, and reported throughout the project lifecycle. The Customer Delivery Senior Project Manager focuses on identifying and implementing project risk and issue management plans that provide the right level of control and emphasis on alignment to time, cost, and quality.
Best Practice Methodology and Processes: The role is accountable for ensuring that all projects and their component parts adhere to the mandated Vodafone best practice methodology and processes. The Customer Delivery Senior Project Manager engages with and seeks improvements to processes, when possible, ensures all project team members are following methodology and processes, and provides leadership and contribution to all Vodafone Process & Methodology discussions/workshops that affect project management.
Transition and Acceptance: The role supports the transition and acceptance into live service, mitigating the impact of risk to both the customers and Vodafone's operational business.
Programme Alignment: In instances where the project led by the Customer Delivery Senior Project Manager falls within a programme organization, the Customer Delivery Senior Project Manager ensures alignment of project outputs with the overall program vision and expected program outcomes. The role proactively flags any dependencies or project scope creep to the Program Manager, enabling informed decision-making.
Pre-Sales Activities: The role sometimes manages pre-sales activities, completing RFPs by managing all delivery requirements and ensuring competitive opportunity pricing through proper resourcing and opportunity structuring from the delivery side.
Vision, Planning and Control:
• Communicate the high-level vision for the project's expected outcomes and the customer's desired future state. Design the delivery capability to deliver such a complex project.
• Create a detailed project plan, using Transformational Flows, identifying the resources required, critical path, and all activities that the business needs to do to prepare for new technical or business components.
• Support in the creation of cost estimates for the business change.
• Manage and control the performance of the project plan.
• Formulate and manage stakeholder communications plans.
• Forecast and manage the resource supply and demand throughout the lifecycle of the project, as needed (colleagues, technology, financial).
• Participate in transition planning and transformation by promoting self-organized teams that work efficiently on their own. Management should facilitate multi-team interaction and collaboration to meet overarching department or organizational goals.
Organization and Leadership:
• Clarify the skills requirements of a project and build a team capable of managing it.
• Manage the team in the successful delivery of the project.
• Manage project planning and resourcing processes, balancing priorities.
• Take on a coaching and mentoring role, motivating others and boosting morale.
• Be key influences within the customer environment during the lifecycle of the project.
• Initiate and influence relationships with and between key stakeholders, external and internal.
• Produce a project stakeholder map, conduct analysis to ensure stakeholder needs are understood and met.
• Support effective business change by building relationships with and between senior strategists, planners, designers, operations business partners, and business change managers.
• Work to improve relations and provide continuing support to open communications with and between stakeholders.
• Have strong hands-on experience with the regional leads/Programme manager and understand the key differences in responsibilities for each group.
Quality Assurance and Reporting:
• Ensure quality assurance standards are applied across project workstreams.
• Ensure suitable project status reporting mechanisms are put in place.
• Produce regular, ad hoc, and exception reports in line with the agreed communications plan.
• Ensure timely and accurate reporting, covering aspects (Budget, Timelines and Quality) of scope, outputs, and performance against agreed critical success factors, KPIs, and benefits tracking.
• Maintain accurate financial reports.
• Maintain a document library for the project and produce project-level Lessons Learned & Closure reports.
• Have strong hands-on experience with delivery management tools (Jira, Confluence,Ms project , Power Bi, etc.).
Risk, Issue, and Change Management:
• Define the project Risk & Change strategy. Maintain regular risk management and mitigation planning, ensuring all stakeholders are fully informed of risks and potential impacts.
• Maintain an effective change management process.
Financial Management – Benefits, Commercial, Partner & 3rd Party Management:
• Ensure that strategic outcomes expected by the projects are aligned to benefits realization plan, and that benefits tracking process is in place and managed effectively.
• In the event of project scope changes materializing, ensure that financial plans are reviewed and adjusted accordingly.
• Maintain the business case for funding the project and confirm the continuing business viability of the project at regular intervals.
• Be accountable for managing, forecasting, and reporting on all related budget and expenditure.
1. Experience:
• Typically, 4 years of relevant experience in end-to-end managing major complex customer projects delivery in the ICT field.
2. Actual hand-on experience in project management delivery frameworks
3. Leadership and Stakeholder Engagement:
• Able to adapt style and apply influencing skills to a range of complex relationships.
• Maintain relationships at senior levels.
• Able to respond positively and convincingly to constructive challenge from the team and oversee the management of any issues with poor performance.
• Create and manage high performing cross-functional teams to deliver against agreed plans to the customer.
3. Professional and Customer Centric:
• Able to deliver confident and engaging presentations at the most senior level, drawing on a range of communications techniques to adapt to challenging situations and audiences.
• Provides interface with other areas of business to ensure departmental knowledge is shared and obtained.
4. Business Skills:
• Applies knowledge of business and markets to create intellectual property.
• Has in-depth knowledge of multiple domains and understands the company's position in the place.
• Ability to influence Strategic Squads and main CI squads to maximize the benefits for the organization.
• C Level German is a must
• Prince 2 Practitioner/PMP or PMI-ACP.
• SAFe Agilist (Scaled Agile).
• Proven experience of concurrently managing of multiple projects of differing size and complexity to meet business expectations and deliver results.
• Proven ability to build relationships and influence at all levels internally and externally, including excellent customer-facing skills (ability to communicate effectively with the customer account teams, in addition to end-users and technical persons).
• Experience in project financial management.
• Understanding of financial accounting, including capitalization and profit and loss.
• Strong cross-functional working capabilities.
• Excellent interpersonal and communication skills
