Job Description

CloudGo is a consulting company that solves business problems by delivering digital workflows that matter. We are one of ServiceNow’s largest and fastest-growing Elite services partners, and due to our rapid growth, we need a Senior Program Manager The Program Manager plays a critical part in CloudGo’s professional services, by managing our project management office (PMO) and the governance and oversight of the program of work we have on to ensure successful delivery of projects for both CloudGo and our customers and ensure an upward trajectory of success and growth. As the lead of the PMO this role is responsible for ensuring that we have the necessary processes and ways of work in place to meet the strategies and goals of CloudGo. This role will also lead and manage the project managers ensuring individual growth and development, and as we grow and mature ensure the project management team is structurally set up for success. You will have a passion for overseeing and delivering successful projects and implementations that give a high level of customer satisfaction and helping businesses be successful through the use of ServiceNow; be self-motivated, building trust, creating high performing teams, managing risk, and overseeing the delivery of exceptional projects to multiple customers while ensuring individual project budgets are well managed. You will know how to form long lasting trusted relationships with executive level stakeholders gaining their endorsement for high quality delivery on time and to the highest quality, be the the primary customer contact for services, handling issues and escalating as appropriate. You will have excellent verbal and written communication skills and demonstrated abilities in building and motivating high performing successful project teams. Customer satisfaction is key to CloudGo’s success, there will be at times where you will need to deliver more to maintain our excellent customer satisfaction rating. We Hire for Culture First: Our people are global go-getters, we look to the long term, we solve for the customer, and we value open, honest, early communication. We believe we don’t exist without exceptional people, so we respect and value them. We pay fair base and at-risk components based on experience and the market. Other companies give you a job. We give you opportunity. CloudGo is focused on building a people-focused organization with a long-term culture of excellence. We work hard, we have fun, we innovate and grow talent. Key Responsibilities

• Accountable for the oversight and governance of all projects being delivered including overseeing budget and risk management.

• Facilitating key stakeholder meetings including regular steering committees with internal and customer teams, reporting on progress, issues, risks and contributing to issue resolution

• Manages stakeholder expectations, maintaining focus on overall governance deliverables agreeing and applying contractual terms of projects with the project managers

• Understands and engages expertise of others alongside own

• Leading and managing the Project Management team providing mentoring and support to the Project Managers including performance and salary reviews, interviewing and hiring of new staff etc

• Developing and maintaining strong customer relationships with key stakeholders including executive sponsor, program managers, business process owners and enterprise architects

• Managing projects individually or collaboratively with a project manager where required

• Accountable for projects to be delivering successful outcomes, ensuring excellent reputation for delivery and securing customer satisfaction ratings of 5 out of 5

• Monitors and measures customer satisfaction

• Excellent ability to influence key decision makers while also being the voice of the customer

• Develop relationships with key people to ensure they have a great experience with ServiceNow and CloudGo - involving others as needed.

• Understand the progress and status of each project through regular communications and provide regular internal reporting and feedback

• Manage any escalations from Project Managers

• Applies knowledge, tools and technical expertise to create value, ensuring it is tailored to the specific needs of the customer

• Competent use of project planning, tools, milestones appropriate for the size and scale of the project

• Demonstrate the ability to assess, form and allocate work streams, managing own time and that of others to meet deadlines

• Operates competently in all areas of program and projject management and delivery

• Manages ‘high risk’ projects

• Through governance and working with the project managers, Identifies, quantifies and manages issues impacting on delivery of projects

• Collaborate with sales, resourcing and project development teams

• Enhance & increase ServiceNow knowledge by practicing continuous learning, training and certifications utilising CloudGo’s ServiceNow training platform and other training platforms

• Working with our process owners to identify opportunities for improvement

• Shares knowledge and experiences with others

• Keeping abreast of new platform features and capabilities

• Identifying opportunities and influence customers to adopt CloudGo services

Basic requirements

• Excellent ability to engage effectively with all levels of customer and internal teams

• Have excellent communication and writing skills, and a great team attitude.

• Love optimisation and continuous improvement, be a problem solver, curious to understand the why

• Detail oriented

• Be empathetic, collaborative and have technical aptitude

• Applies techniques to achieve influence, impact and achieve specific outcomes

• Provides thoughts and ideas in a clear style using effective verbal and nonverbal communication techniques in formal and informal situations

• Present ideas convincingly to achieve specific outcomes

• Demonstrates skills in building consensus and resolving conflict

• Produces clear customer and internal reports selecting most appropriate style for audience

• Seeks support from peers where appropriate

• Embracing different cultural perspectives, thought diversity and cultivating workplace equality

• Championing processes and continual improvement of our ways of working

• 10+ years experience and evidence showing skills and ability in program management

• Basic ServiceNow knowledge

• Creative thinking and the ability to think outside the box

• Loving what you do

Professional qualifications and education requirements The following is preferred but not a pre-requisite for this position

• ServiceNow Administration PPM Fundamentals

• Scrum Master Certification

• Project Management Certification eg Prince2, PMP, CPM

• ITIL Foundations

• Training in Building Relationships, Influencing and Negotiation

• ITIL Foundations