Job Customer Service Project/Program Management

• This role is responsible for guiding small to medium customer projects with localized scope and low risks, ensuring the engagement meets all scope, time, budget, and quality expectations. The role supports project finance management as well as business development efforts through opportunity identification and assessment. The role nurtures client relationships, partners with various internal teams for performance optimization and acts as the customer's point of contact for service delivery.

• Guides the delivery of customer projects with revenue implications, handling small to medium projects with a localized scope, posing low risks and dealing with uncomplicated legal and commercial matters.
• Handles the project financials, including profit and loss (P&L), ensuring compliance with SOAR approved budgets, and offering dependable financial forecasts to the management.
• Supports business development efforts by identifying and cultivating new opportunities within current projects and assisting in the qualification and assessment of small opportunities.
• Cultivates and nurtures client relationships, particularly those at the first level to mid-level, frequently representing the organization to external customers and clients.
• Guides the project team, overseeing both internal and external resources with a team size of less than 7 individuals.
• Identifies tasks and research, determines dependencies, and communicates expectations to team members regarding customer delivery projects.
• Partners with engineering, product, and research teams across the company to understand performance and identify opportunities for new customer delivery projects.
• Serves as the customer's point of contact/escalation for services delivery and internal concerns.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
• Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.

• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in project management, HP Services business units, HP global projects, or a related field or an advanced degree with little or no work experience.

• Agile Methodology
• Business Development
• Business Operations
• Change Management
• Client Services
• Customer Relationship Management
• Microsoft Project
• Milestones (Project Management)
• Process Improvement
• Project Documentation
• Project Management
• Project Management Institute (PMI) Methodology
• Project Planning
• Project Scoping
• Risk Management
• Risk Mitigation
• Scrum (Software Development)
• Six Sigma Methodology
• Systems Development Life Cycle
• Waterfall Methodology

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

• Responds to routine issues within established guidelines.

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

HP