906098 - EMEA Cloud Marketing Strategy & Operations - Program Manager
  • England,London
  • full-time
  • £32.69 per hour
Job Description:
EMEA Cloud Marketing Strategy & Operation, Program Manager

Location: London, United Kingdom
Length: ASAP – Until September 26th  2025
Rate: £ 32.69 p/h
Hours: 9am – 6pm (hybrid/remote)
Bonus Plan: Company (paid yearly)

Job Description

Brief about the role:
*You will deliver full pieces of a process efficiency or delivery program (e.g., process re-engineering or implementation, automation solutions, supplier or location consolidation, deprecating service lines) or service that are integrated into an overarching program with minimal assistance
*Help identify operational efficiencies (e.g., managing utilization, eliminating non-productive activities, cross-site synergies, cross-operations synergies, reducing sub-scale operations via service consolidation, automation, deprecation) for the supported program
*Help the team to answer questions within SLA, resolve query exceptions and escalations, address facing queues, and determine the highest volume ticket types and streamline/eliminate accordingly, with limited guidance
*Plan and execute prioritized program work including selecting appropriate methods to most effectively achieve program objectives
*Manage projects to budget, timeline, and resourcing needs to ensure the team meets goal


Key Areas:

Challenge
Identify and recommend creative ways to improve on solutions to defined problems via selection of better methods or tools.

Address commonly escalated issues or triage when required.

Help the team respond to problems with known solutions.

Influence
Work within one or more teams to communicate knowledge related to supported workflow or operations.

Build a network with relevant stakeholders (internal or service provider teams) and contribute to cross-team collaboration.

Guide team in supporting users and partners by providing explanations of policies and processes and helping to resolve some issues and escalations.
Guide team in supporting users and partners by providing explanations of policies and processes and helping to resolve some issues and escalations.

Responsibilities:

Information management
Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.

Operational analysis
Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with minimal guidance.

Operational governance
Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by contributing to operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Contribute to development of operations review process to gain insights into performance. Strategize closely with quality specialists or directly with suppliers, depending on the vertical, to ensure that suppliers are meeting SLAs and deliver business reviews summarizing supplier performance and exchanging feedback on overall scaling strategy with minimal guidance.

Process improvement and workflow management
Provide feedback to service providers and internal stakeholders on how processes may be improved to simplify complex workflows and scale the operation with minimal guidance. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with minimal guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with minimal guidance.

Queue and SLA management
Answer questions within SLA, resolve query exceptions and escalations, address facing queues, determine highest volume ticket types, and streamline/eliminate accordingly, with limited guidance.

Relationship management
Contribute to the management of strategic relationships with key stakeholders to deliver or manage operations and processes with minimal guidance.

Skills, Experience, and Education:

Automation tools and processes
Ability to design and/or utilize technology-enabled automation to streamline processes, increase service quality, improve service delivery, or contain costs.

Business acumen
Ability to understand goals and corresponding levers to grow crucial business metrics, understanding the value that it brings to stakeholders.

Business operations knowledge
Knowledge of the management process of business operations for a given product, service, or domain. This includes understanding the broader context of generating, securing, and increasing the value of business and revenue outcomes, and knowledge of and experience with driving efficiency and effectiveness of businesses.

Client and domain knowledge
Knowledge of the supported domain, product area, or focus area, including its terminology, functions, processes, team structure, and business strategies.

Client support
Ability to effectively follow up with clients in a timely and appropriate manner to ensure their needs are being met and then address issues that are negatively impacting client experience.

Client/partner management
Ability to partner with and influence clients, partners, and/or service providers. This includes setting service level agreements (SLAs) and taking a consultative and data-driven approach.

Consultative skills
Ability to understand stakeholder needs through dialogue before conducting analysis and making recommendations.
Job number 1766812
metapel
Company Details:
Career Moves Group
Founded in 2002, Contact Field Marketing is led by directors and a senior management team with decades of experience in the industry, making it one of...
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