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Program Manager, Operational Effectiveness

Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
Reporting to the Director, Customer Support Operations, EMEA and APAC, the Program Manager, Operational Effectiveness will collaborate with other leaders in the Customer Support Operations (CSO) team and with internal and external partners and peers to ensure that the EMEA and APAC CSO business unit operates effectively and efficiently through the development, improvement, and utilization of people, process, technology, and financial management best practices.
The successful applicant will be called on to lead and participate in service improvement projects, initiatives, and engagements of varying scope and size which may be internally or externally focused, contained within CSO or spanning multiple internal and external partner organizations.
RESPONSIBILITIES
The successful candidate's responsibilities will include:
  • Driving quarterly planning processes, encompassing key initiative/project opportunity identification and assessment, resource demand/supply management, establishing budget/financial requirements, setting project and portfolio scheduling and pacing, and other elements as necessary
  • Directing the measurement and reporting practice and resources within CSO EMEA and APAC, encompassing project and portfolio performance reporting, budget/financial reporting, and operational performance reporting
  • Establishing effective processes required to plan and manage departmental resources including OPEX and CAPEX budgets, personnel (headcount), and space
  • Developing, embedding, and supporting effective risk management and control processes including ITIL based problem, change, and release processes, ISO based quality audits, and business continuity and disaster recovery processes
  • Driving project requirements, priorities and deadlines and providing master project planning to ensure project deliverables are met according to timelines and budget
  • Managing scope, project schedules and resources and tracking the timely execution of all assigned projects through the application of project management best practices
  • Keeping the project team and stakeholders informed of project progress through regular formal status reporting and communication
  • Coordinating and chairing regular cross-team leadership meetings

Qualifications

ESSENTIAL SKILLS AND QUALIFICATIONS
  • Educated to diploma/degree level
  • Direct project management experience in a high-tech corporate environment
  • Familiarity with the Project Management Body of Knowledge and typical project management processes and life-cycles
  • Demonstrated financial acumen in an OPEX/CAPEX environment
  • Meticulously organized
  • An autonomous self-starter, able to perform job functions, multi-task, manage priorities, and meet deadlines independently and reliably
  • Ability to make timely decisions, understand their effects and assume accountability for the organizational impacts of their decisions
  • Outstanding verbal and written communication skills
  • Able to motivate team members in a cross functional environment
  • Demonstrated experience in development and implementing change management strategies and coaching leaders on activities to help them effectively manage change
  • Exceptional leadership, facilitation, consulting, and coaching skills
  • Well developed intercultural communication skills and knowledge, understanding and sensitivity to working effectively in a diverse environment
ADDITIONAL ASSETS
  • Project Management Professional (PMP) or Prince2 certification
  • Previous experience working with Agile project management
  • Previous experience working with the Kepner-Tregoe (KT) decision making model
  • Previous experience with business process development and management
  • Previous experience working in a customer support environment
  • Business management focused diploma/degree
  • MBA graduate or candidate
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2012 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.

Job

: Customer Support

Primary Location

: United Kingdom-Surrey-Egham

Schedule

: Full-time

Hire Type*

: Experienced (Regular)

Travel

: Yes, 10% of the time

Relocation*

: Not Available