The Delivery Management function within Global Business Services Americas (GBS AM) requires an operational program manager. The scope of the job incorporates all Delivery Management related activities to meet the targeted results. The Delivery Management Program Manager will ensure proper care and maintenance and continuous improvement of our management system. The operational program manager will be responsible for the strategic development and implementation of specific operational, quality, and internal control initiatives for the service unit and their business lines within a defined HUB. The role will provide direct analytical, planning, coordination, and implementation support and process design for operational & internal controls projects focused on ensuring and improving services and customer satisfaction. The role will function as a catalyst for continuous improvement throughout all phases of Delivery Management by driving process improvement and change management methodologies. The role will require analytical decision making, conflict resolution, project management, and influence of cross functional teams. The role will be a leading contributor individually and as a team member, providing direction and mentoring to others.
The role will report to the Hub Head AM of Delivery Management.
**Responsibilities**
- Determines the strategy and management for operational, quality, and internal control initiatives out of delivery management department.
- Provides program management oversight, monitoring, data collection, and analytics/insight support as needed for activities within program.
- Partner with Business Lines/Functions to ensure continued compliance and improvements to management system.
- Identify risks and issues and establish relevant alerts to highlight process.
- Works with leadership to ensure that objectives of programs are met.
- Establish/Drive necessary metrics and reports and ensure timely transparency and discussions of operational performance management, inclusive of the identified risks and their escalation if necessary.
- Assist with the planning, coaching and execution of internal and external management system and process assessments. As applicable, support, lead, plan and realize assessments.
- Drive alignment of local activities with global expectations.
- Evangelize operational, quality, and customer satisfaction improvements and gain buy-in from senior leadership on proposed changes.
- Tracks and monitors project work plans, including objectives, tasks, and time frames to ensure deliverables are completed on time.
- Creates program transparency for executive management within the location and region through periodic management reporting.
- Leads diverse cross functional and departmental teams to enable project and program goals.
- Identifies and responds to changing project circumstances and communicate issues to project leadership.
- Drive/Document holistic/end-2-end process alignments.
- Works with Education and Training to coordinate necessary training.
- Ensures compliance with Risk and Internal Controls (RIC) requirements.
- Support of Business Continuity Management (BCM) & Enterprise Risk Management (ERM) requirements as required.
**Qualifications and Capabilities**
- Fluency in English required.
- BS/BA in Operations, Quality Management, Project Management, or related field. Will consider other or comparable experience a plus.
- Ability to establish productive working relationships, and influence, across a diverse cultural context with key stakeholders at all levels within Siemens, with business partners and with customers.
- Ability to Influence multiple levels of management and operations.
- Training and managing teams in delivery processes, quality methodologies, and quality assessment of goods/services.
- Superior oral and written communication skills are crucial.
- Strategic thinking and ability to work independently.
- Ability to take ownership in the process, while working with others to assure the project's success.
- Strong collaboration skills and conflict resolution skills with the ability to work cross functionally with other groups within the Siemens organizations.
- Strong personal computer skills (Microsoft Office Suite, SharePoint, SAP, Visio, Tableau, etc.)
- Knowledge of ISO (9001, 22301) requirements, a plus.
- Quality and Project Management licenses, certification or equivalent, beneficial (e.g.: PMP, CQM, CQA, LEAN).
- Knowledge of Financial Controls, a plus.
**Experience**
- 8+ years' experience in operations role, quality role or project management role of complex systems or projects.
- 5+ years' experience operating in an ISO compliant management system.
- 5+ Years in implementing process improvements and process improvement methodologies.
Certification in a process improvement methodology (i.e., LEAN, six sigma, CQM, CQE) a plus
