Immediate Start: Programme Manager

Overview

Here at Three, we’ve done things differently since day one. We’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it. When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as a Mobilisation Manager:

To support the new client we have designed the bespoke service detailed below that meets the client requirements. This service is made up of 8 Pillars to be delivered as part of the Mobilisation programme. The Mobilisation Manager will be responsible for managing and leading the Mobilisation Programme.

The aim of the Programme is to ensure all resources, Third Party suppliers and systems are in place and operational to meet the requirements contained in the client contract, ensuring smooth transition from contract award to service commencement. This role involves coordinating multiple teams within Three, Third Party suppliers and the client, agreeing timelines and milestones with each team for input into the Migration Programme Plan to deliver the 8 pillars.

The Mobilisation Manager will develop a migration plan which will identify for each Service: the Programme objectives; the programme scope; the resource profile in respect of each Three and our new client including any involvement from Three Project Leaders and any lead representatives within the client organisation; the Migration Milestone Dates and Acceptance Criteria; the deliverables required to be provided by Three in respect of each Service.

The mobilisation Manager is a key role in the delivery of the programme. This position requires excellent communication, influencing and programme management skills with the ability to interact across all levels of the Three, Third Party suppliers and the client organisation. The mobilisation manager will conduct this delivery in a manner which avoids or causes minimal disruption to client’s day-to-day business operations.

8 Pillars of the Mobilisation Manager

1. Contract Management: A Contract Management Governance Framework ensures client satisfaction by uniting a dedicated team—including a Dedicated Account Relationship Manager, Service Delivery Manager, Onsite Technical Support Engineer, Finance Lead, and various support agents—under a strategic hierarchy to deliver a seamless, SLA-aligned service experience through effective management practices and clear communication, roles, and responsibilities.
2. Technical & Architectural Management: Through our Technical & Architectural Management Team we introduce our On-site Technical Support and Solution Architect, who oversee the design, implementation, and continuous evolution of cutting-edge mobile solutions that align with the Service Catalogue, 1-2 Year Roadmap, New Mobile Service requirements, and the client's operational needs.
3. Managed Service Management: A bespoke Mobile Managed Service Delivery Model, supported by a dedicated Mobile Managed Service Desk and Team, features a ringfenced Service Desk for end-user support, direct communication lines for your eHealth Mobility Team, a comprehensive Service Catalogue, ITIL-aligned processes and procedures, regular performance reporting, service reviews, and a transition/change function to ensure continuous service alignment and improvement.
4. Order, Fulfilment, & Inventory Management: Order, Fulfilment, and Inventory Management Process supported by our dedicated Mobile Managed Service Desk, leveraging an automated ordering system through our tailored Salesforce Service Portal and Configuration Hub to efficiently manage and track orders, ensuring the timely provision of devices, services, and equipment, maintaining accurate and transparent inventory records, and providing real-time support for client End Users and RMAs.
5. Finance Management: A dedicated Finance Lead interfaces with a billing and Operations Team, providing tailored contract and operations management billing, reporting, and analytics services to the client, supporting the eHealth Mobility Team in ensuring accurate financial management, transparency, and optimised mobile spending through detailed usage reports, data analyses, and bespoke financial reporting.
6. Project Management: A dedicated Projects Team within our Project Management Office (PMO) independently manages standard and large-scale projects, distinct from the Mobile Managed Service, ensuring seamless transition and integration of services through a specialised team, transparent processes, robust governance, and continuous collaboration with the client's Project Management Team.
7. Service Mobilisation and Transition Management: A comprehensive Migration Plan mobilises the Mobile Managed Service and transitions approximately 31,500 end-users within 27 months, supported by an Mobilisation Manager and broader Mobilisation Team. This guarantees minimal disruption and maximal efficiency in adopting new solutions.
8. Knowledge Management: A suite of bespoke systems and tools, like the Salesforce Service Portal and the client's Information Hub, automates and stores all service-related finance, operational, and technical information.

What else it involves

- Mobilisation Planning & Strategy: Develop and implement a cross functional mobilisation Programme Plan for seamless onboarding of the client's base. Execute the plan from the effective date to deliver the milestones and meet the planned dates and acceptance criteria as set out with the client organisation. Work with the Pillar owners to identify the scope and requirements, challenges, and resources required for successful execution. Ensure process & system readiness with the client.
- Project Coordination: Ensure all project timelines, milestones are communicated, and deliverables tracked. Prepare and maintain project documentation, including plans, milestones status reports, and ongoing risk assessments.
- Team Leadership & Communication: Coordinate cross-functional teams (with Three, Third party suppliers and the client) during the mobilisation phase. Chair Steering meetings with relevant stakeholders to present progress, identify project blockers and discuss and agree proposed solutions. Ensure proper communication flow across all involved teams, departments and client organisation.
- Resource Management: Agree and report on the allocation of resources, including personnel across different departments, system requirements, to meet project requirements.
- Risk Management & Compliance: Mitigate against identified risks and issues that will impact or may impact the delivery of the milestones, and track and report progress against the milestones in accordance with the reporting obligations specifically agreed with the client. Ensure that all activities follow Three and client's company policies, governance standards, and regulatory requirements. Establish a joint governance structure with client's teams and coordinate and manage working groups. Ensure alignment with client's ways of working.
- Budget & Financial Management: Deliver to the mobilisation budgets and monitor spending to ensure financial targets are met. Provide regular cost analysis and financial reports to senior management.
- Performance Monitoring & Continuous Improvement: Monitor and evaluate the performance of the mobilisation plan. Communicate to all relevant stakeholders on mobilisation plan performance and any risks observed. Ensure information and reporting management systems align with client's requirements.

The skills we’re looking for:

- Previous experience in a senior programme manager role within the Telecoms industry.
- Ability to work on own initiative.
- Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
- Should have strong influencing & interpersonal skills, with the ability to foster and build relationships within the business and client organisation.
- Ability to own issues, drive these issues to meet completion targets.
- Demonstrate a complete customer centric approach.
- Excellent customer facing, presentation and communication skills.
- Ability to change & drive engagements from a multi-product perspective, ranging from mobile, fixed, wireless leased lines, managed WAN, Unified Communications, and IoT. Knowledge of internal systems -Salesforce, CRM Amdocs.
- Proven team player in working with one`s peers to ensure delivery of optimal customer experience.
- Well organised and detail oriented.
- Strong desire to learn and work in a fast paced, changing environment.
- Full, clean driver license required.

Technical Skills Needed

- Advanced Excel reporting skills
- Advanced PowerPoint, Word and Visio
- Experience with Salesforce and Remedy
- Project Management – PRINCE or PMI desirable
- ITIL Foundation mandatory

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