Digital Development & Ops - Country Deployment Lead for NAM

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Unity Program is one of the most prominent programs of SHS CS and its mission is to create one global platform to host a harmonized, state of the art customer service process, seamlessly integrated in our company’s IT ecosystem. Call opening, pre-clarification, scheduling & dispatching, site visit support, as well as specialized reporting are in scope. A global rollout across 70+ countries within the next years is also part of the program’s mission, making it a truly strategic initiative for our company’s success. As a Unity – DDO Country Deployment Lead you represent the CS DDO organization within the local NAM deployment project.  

Your tasks and responsibilities:
 

• All change management activities required for the country deployment (some guidance/input will be provided from Unity global OCM)

• Accountable to analyze the fit/gap to the global Unity template as well as mark and bring forward any local / regulatory requirements that might have been missed.

• Key User Training cascade from Program SME’s through to end user level: ensure planning & timely execution

• Country specific testing (Localizations only). This may include some E2E involvement with P58 & other system in the landscapes: ensure planning & execution in alignment with Test Management

• All quality, regulatory & compliance relevant topics pertaining to the country - each local deployment project will have its own PQMP, which is aligned to the overall global program. Your role is to ensure all Q requirements are met to timeline in co-ordination with Program Lead counterparts

• Local deployment costs are timely planned & accrued and actuals are managed for the duration deployment engagement. This to be in alignment & coordination with Program Controller

• You are the ambassador & SPoC for Local resources. As such you will triage risks, issues, concerns, dependencies etc. and alert Program PL & PMO should the situation necessitate to enable intervention / assistance. You engage with the business in finding correct DDO topic owners as needed.

• You will ensure Cutover execution of all Local activities to ensure business continuity and readiness for transition & adoption and triage Hypercare incidents

• You will conduct Lessons Learned post all rollouts to ensure continuous improvements are adopted for future Countries / Waves

Your qualifications and experience:
 

• Project Management certification highly desired. Degree in related discipline or advanced degree, preferred.

• Proficiency in disciplined agile and waterfall methodologies are a must.  

• Previous large project experience as PM is a must, particularly with global teams highly desired or software development. 

• Minimum 7 years of proven experience with large projects, as a Project Manager.

• Experience of global roll out and deployments of software highly desired.

• ServiceNow / SAP knowledge is a highly valued. QMS (IT relevant) understanding CS Process knowledge a plus.

• Successful experience in a directly elated field and successful demonstration of Key Responsibilities and Knowledge as presented above. 

Your attributes and skills:

• You speak English fluently in order to be able to operate successfully in our international and multicultural working environment. Foreign language skills (German, Spanish, etc) are desired.

• You enjoy initiating and driving change and can motivate a team that follows you through that change.

• Self-motivated to take on new tasks and responsibilities

• Committed to producing quality work products

• We win together: You communicate reliably across all organizational levels and work cultures and have a strong ability to achieve results.

• You have a convincing appearance, very good communication and (executive level) presentation skills and experience in dealing with managers and international teams.

• Willingness to travel in-country as well as international approx. 30-50%.

The pay range for this position is $149,700 - $187,100 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. The annual incentive target is 20% of base