Senior Appointment: Head of Infrastructure Delivery & Project Management Office

The role of the Head of Infrastructure Delivery & Project Management Office is to establish, develop and day-to-day manage the Infrastructure Delivery Management and Project Management teams located in four global locations. The teams are responsible for the performance and cost effective delivery of all TS&C customer and internally raised work requests passed into TS&C for delivery.  

The Head of ID&PMO will continually monitor the team’s performance and develop the established staff base ensuring well developed training and development plans for the team are in place, together with fully supported plans for continual improvement and efficient end-to-end management of work requests.

The Head of ID&PMO will review and revise operational processes used across TS&C and documented on the TR intranet, ensuring these are accurate, applicable and operated by all members of the teams. Where appropriate, any new and improved methods of working identified by operating the processes should be documented, shared and updated to allow adoption by all members of TS&C involved in raising or managing Work Requests.

The members of the Infrastructure Delivery Management & Project Management Office own the end-to-end co-ordination and successful execution of technical network change projects and work packages in order to achieve the goals, outcomes and benefits of the requirements outlined in the customer’s work request submissions.  Infrastructure Delivery Managers & Project Managers are responsible for project plan development, scoping, definition and approval. They are responsible for risk & issue reporting and mitigation management once baselines have been set and committed to the business and customer of the submitted requirement.

The Head of ID&PMO will report to Head of Service Operations, TS&C.

Responsibilities

• Identify, shortlist and recruit Infrastructure Delivery Managers into the ID&PMO
• Review, adopt, operate, revise and improve supporting processes. 
• Develop and deploy training and continual improvement and education programmes within the ID&PMO for IDMs & PMs in the team.
• Support and champion the development of project delivery management systems, reporting and performance measuring metrics. 
• Review ID&PMO performance metrics, identifying areas for improvement on an ongoing basis.
• Coordinate activities (technical and non technical) with network teams from High Level Design to implementation with operational assurance service teams.
• Liaise and escalate on behalf of the IDMs & PMs with internal and 3rd party vendors to ensure project deliverables and timescales are agreed and met.
• Liaise with Order Management Team (OMT) to ensure shortest lead-time for work request pickup and execution.
• Responsible and accountable for change impact root cause analysis and consequences if changes disrupt customer services outside of the agreed maintained windows.   
• Ensure all projects and work package deliverables have fully qualified acceptance checks completed before transition into service operational use.
• Responsible for monitoring, tracking and supporting the generation of budget forecasts of the team.
• Support IDM & PM to drive the deliverables and dates with respective teams and their dependencies where required.
• Manage out inefficiencies of processes.