Program Manager - Technical Services
Bangalore, Karnataka, India
3d ago

Program Manager Technical Services

Grade Level Summary :

  • Theater based experienced professional using best practices, specialized facility management industry expertise and knowledge of internal or external business issues to improve products or service
  • Works independently, but receives some guidance and direction from manager then determines best approach to accomplish work
  • Acts as a resource for theater director, theater peers and colleagues in WPR
  • Solves complex problems and takes a broad perspective to identify innovative solutions
  • Partners with senior-level management to create and analyze the business cases for technical projects, develops and obtains buy-
  • in to business requirements, and develops fully-integrated launch plans.

  • Creates and communicates facilities management vision within WPR, Cisco partners and cross functional groups
  • Applies expert knowledge to resolve frictions impacting interdependencies between facilities management life cycle and field delivery, business requirements that has material influence to end results.
  • Able to research, plan, prioritize, negotiate translation of strategy to tactical delivery model, conflict management and organizational development.
  • Complexity of Job :

  • Helps drive process and manage program in theater
  • Solves complex problems and is able to identify viable and often innovative options, and uses analytical skills and judgment to recommend an appropriate solution
  • Translates strategy into clear operating plans that promote operational excellence in service delivery with measurable results benchmarked against the industry
  • Sets goals and initiatives for facilities management program delivery, and develops metrics for tracking performance, and the meeting of milestones
  • Leverages expertise in Facility Management to identify areas of risk or concern
  • Collaborates daily with theater-based peers and service provider teams within services owned
  • Typically interacts with high-level Individual Contributors, Managers, and interfaces with internal leadership more regularly
  • Serves as a key program member and may lead some projects requiring cross-team collaboration and engagement with service providers.
  • Demonstrates proven experience in influencing all elements and puts required to maximize customer satisfaction.
  • Level & Nature of Interactions :

  • Collaborates daily with theater-based peers and service provider teams within services owned
  • Typically interacts with high-level Individual Contributors, Managers, and interfaces with internal leadership more regularly
  • Serves as a key program member and may lead some projects requiring cross-team collaboration and engagement with service providers
  • Manage facilities management Service Provider execution within Critical environments and mission critical facilities
  • Scope Business Impact :

  • Decisions impact the quality, efficiency and effectiveness of the services and related offerings; contributions may result in business or process improvements
  • Representative Responsibilities :

  • Establishes business relationships to better align service and services opportunities
  • Responsible for facility management service delivery management in theater and provides escalation leadership through the establishment of governance structures
  • Interacts extensively with the Workplace Resources global owner, theater leadership and service providers, to obtain comprehensive view of the service they own.
  • Effectively allocates and supports resources to achieve organizational goals, in the case of non-managed service delivery
  • Participates in and may begin to lead projects related to the Service(s) they own identifying process improvements
  • Has strong command of Service Delivery Management concepts with the ability to explain these concepts effectively to management or cross-functional teams
  • Acts as a resource in Service Delivery Management for less-experienced team members and internal colleagues.
  • Accountable for maintaining certifications and standards in production such as LEED, ISO 14001, EPA stds & T24 stds, etc.
  • Accountable for the deployment of new Environmental Compliance programs that have been standardized.
  • Knowledge :

  • Requires understanding of the processes, procedures and systems used to accomplish FM Service Delivery Management and recognition of downstream impact on other disciplines
  • Proficient with technology, tools and processes that support service delivery; begins to play a part in promoting / developing improvements to functional tools and processes
  • Requires an advanced understanding and experience of building systems operations and understanding of (Mechanical, Electrical and plumbing) and the ability to interpret and understand Life Cycle Cost &FEMA.
  • Significant management experience in a production, mission-critical, revenue-dependent, 24x7 data centers and Lab environments

  • Strategic, creative thinking to develop solutions for building constraints and business problems and or opportunities for higher levels of reliability and execution
  • Deep knowledge of project / program management methodologies
  • Deep understanding of facility management industry practices, evolution and application to service delivery processes
  • Have a good understanding of the following areas and is considered an expert,
  • oEnergy and renewable energy Management

    oMechanical and electrical building systems

    oLab and data center design

    oBuilding controls and building management systems

    Skills :

  • Analytical : Analyzes multiple sources of complex information and evaluates several alternative solutions to before confirming path forward;
  • service and support / solution skills

  • Soft : Explains complicated information and effectively lays out pros and cons of alternatives to consider; strongly-developed ability to communicate and drive improvement across cross-
  • functional teams to improve operations metrics and customer satisfaction; strong service level management and operations management skills

  • Financial Analysis : Business fundamentals including present value and creating value propositions.
  • Business Acumen :

  • Deep understanding of key FM Service Delivery concepts with the ability to explain this effectively to management or cross functional teams and provide training
  • Strong understanding of Cisco’s business objectives and the respective impact on internal processes and deliverables
  • Broad knowledge and experience in facilities management at both the strategic / tactical level
  • Understands and contributes to business objectives and strategy and recognizes impact on both client and service provider deliverables
  • Provides leadership across functional areas and programs that touch strategic outsourcing and Partner management and enablement involving multiple disciplines.
  • Practical knowledge of real estate acquisition & disposition, project / program management, design & construction, change management process, facilities management, and capable of changing them to meet new evolving needs
  • Thorough operational and contract management experience primary in facilities management
  • Experience in managing direct reports as well as outsourced partners and consultants
  • Practical knowledge of facilities management, maintenance operations and services and risk management and capable of changing them to meet new evolving needs
  • Drive excellent client satisfaction and be recognized within industry for excellence in Sustainability, quality, and innovation
  • Experience with data driven decisions and process excellence
  • In-depth facility management business acumen
  • Competency in financial modeling, large scale asset capital planning and feasibility studies
  • Ability to analyze complex problems and generate multi-dimensional solutions
  • Understanding of Cisco’s Corporate Strategy, culture, and leadership’s needs
  • Education, Experience & Certifications

  • Bachelors, plus12 years of facility management and related industry experience
  • Professional membership in IFMA and CoreNet or similar
  • Apply
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