Service Program Manager

Responsibilities

• Primary post sales point of contact for customers, order fulfillment to revenue collection, service trials, in life support and post incident root cause analysis.
• Establish and maintain account governance including chairing weekly operational meetings, monthly service review and face to face quarterly business review.
• Lead customer onboarding, aligning PO deliverables, agree order fulfillment schedule, customer training or in field support commitment, deliver ITSM training and align invoice schedule.
• Cook up service trials, align success criteria, ensure schedule and costs remain within scope and budget, integrate cross functional support, identify and track issues and actions, manage escalations and conduct post event reviews.
• Deliver order fulfillment on schedule and within agreed invoice milestones, coordinate customer training and field support, ship in time logistics and post-delivery CSAT reviews.
• Owner of the issue and action register tracking service issues across order fulfillment, service trials, in life support, RMA & invoicing.
• Chair post event reviews to improve schedule, cost and performance and to understand root cause of failures and provide direct feedback to customers.
• Manage the customer satisfaction program, gathering insights and driving service improvements across order fulfillment, customer training and fault resolution.
• Lead continual service improvement (CSI) initiatives based on customer feedback and performance data.

Requirements

• Bachelor's Eng/STEM degree or equivalent industry or military experience
• 8 years of DoD program support ideally within satellite or communications systems
• PMP or equivalent program management certification
• Demonstrated experience of working in a fast paced and green field environment where decisions need to be made in a timely manner
• Demonstrated ability to lead customer facing initiatives across multiple geographies

Additional Notes

• Active or ability to obtain DoW security clearance
• Flexibility to travel and support customer requirements