Program Manager - Customer Delivery

  • Location:
    Tokyo, Kanto, Japan
  • Area of Interest
    Project or Program Management
  • Job Type
  • Technology Interest
    Service Provider
  • Job Id

Program Manager - Customer Delivery, Services Provider

What You’ll Do

  Program covers multiple projects.

Who You’ll Work With

Advanced Services in APJC plays a vital role in Cisco’s ability to deliver technology solutions that solve our customers most complex challenges. The APJC region is one of Cisco's most diverse businesses. Therefore, our approach to our market cannot be "one size fits all." We balance the use of common procedures for efficiency while enabling our regions to deploy the right delivery models to maximize customer satisfaction, meet our financial goals, and ensure our teams are able to leverage their expertise for the good of the customer, Cisco, and their own career advancement. We do this while simultaneously aiding our customers to capitalize on the digital economy, to a digitized world, the APJC region is committed to excellence in customer delivery.


Who You Are


Controls covering the following process groups as defined in the Project Management Institute (PMI) Project Management Book of Knowledge (PMBOK):


  • Scope Management
  • Time Management
  • Risk Management
  • Cost Management
  • Communication Management
  • Quality Management
  • Human Resource Management
  • Procurement Management
  • Integration Management

Scope Management:

·       Develop and maintain currency/accuracy of Project Management Plan

Time Management:

  • Develop and maintain currency/accuracy of Project Schedule
  • Develop a maintain currency/accuracy of task list
  • Establish a signed off configuration baseline
  • Review and approval of vendor timesheets (depending on line management accountabilities, this may include staff timesheets)

Risk Management:

  • Develop and maintain currency/accuracy of Risk Control Log
  • Develop and maintain currency/accuracy of Issue Control Log

Cost Management:

  • Integral
    • Maintain currency/accuracy of Integral Work Breakdown Structure (WBS) by:
      • Creating & Releasing WBS Elements
      • Funding WBS elements
      • Closing & Capitalizing WBS Elements
    • Prepare monthly Accruals
    • Coordinate with appropriate Finance section to ensure timely Goods Receipting & Invoice Receipting
  • EPM
    • Maintain currency/accuracy of the Spend Profile by:
      • Applying monthly updates to reflect actual costs posted from Integral
      • Preparing and submitting change requests for financial year roll-over funding
      • Preparing and submitting change requests for changes to funding
  • General
    • Ability to develop and manage large and complex budgets
    • Ensure traceability of Spend Profile to Business Case/Constructor Tables
    • Ensure compliance with Corporate Accounting Practices & Procedures

Communication Management:

  • Provide clear communication within the project team and to the businesses
  • Present to the Governance Steering Committee, Executive Team and business
  • Maintain currency/accuracy of Project Status Reporting
  • Ensure appropriate storage of documents in accordance with Cisco and clients

Quality Management:

·       Ensure project team conduct Peer/RAG reviews in line with clients


Human Resource Management:

Manage project team and support staff to deliver project management capability during the lifecycle of the project by:

  • providing coaching, advice and guidance to project team
  • managing the performance of the project teams and taking appropriate action  
  • providing technical expertise when required
  • providing point of escalation for project team when required
  • Manage System/Building/Floor Access/RNA for project team
  • Manage accommodation and provision of equipment (e.g. desk, laptop, telephone) for project team


Procurement Management:

  • General
    • Prepare SoW Requests for resource engagement
    • Ensure resources are not engaged ‘At Risk’, i.e. ensure a correctly funded Purchase Order is in place prior to engaging resources

Integration Management:

·       Develop and maintain currency/accuracy of Change Control Log




  • Program Manager (yourself or someone further senior per project)
  • Project Accountant
  • Quality Management
  • Project Team Members
  • Key Stakeholders


·       Vendors


  • Microsoft Office Suite (Project, Excel, Power Point, Word and Outlook)


  • Tertiary qualification in Science, Engineering or IT
  • Typically 5+ years project management experience using project management methodologies within a Telecommunications and/or IT environment
  • Proven ability to manage cross-functional teams in a project management environment
  • Ability to deliver projects to schedule, budget and quality
  • Qualifications in Project Management, for example
    • Registered Project Manager with AIPM
    • Certified PMI – PMP, or PRINCE2


Leadership & Teamwork:

  • Ability to overcome major challenges and operate on a cross-functional, cross-organisational basis
  • Ability to take leadership of situations and influence outcomes
  • Provide coaching, advice and guidance to project team
  • Manage the performance of the project teams and taking appropriate action  
  • Provide technical expertise when required
  • Provide point of escalation for project team when required

Influencing, Communication:

  • Demonstrate the ability to communicate in a clear, concise and appropriate manner both in Japanese and English
    • Oral communication, formal and informal
    • Written communication, formal and informal
  • Demonstrate the ability to provide constructive and timely feedback
  • Demonstrate the ability to negotiate and resolve conflicts in a constructive manner
  • Demonstrate the ability to gain  the respect and attention of others

·       Ability to negotiate with key stakeholders to gain commitment to project variations in time, budget or resources

·       Ability to develop long term relationships with external suppliers/vendors and negotiate terms for the benefit of the business and customer

Relationship Management:

·       Develop and maintain a productive working relationships with:

  • Ensuring the Program Manager or Delivery Manager is constantly briefed on changes within the project, e.g. potential impacts to time, cost and/or quality constraints.
  • Project Accountant to ensure compliance with accounting practices & procedures, and awareness of changes
  • Peers within the Project & Quality Management
  • Key stakeholders to ensure project outcomes are clearly understood and business expectations are appropriately managed
  • Other businesses and vendors
  • Project Team

·       Builds partnerships with customers by regularly demonstrating a high level of expertise and professionalism

·       Pro-actively seeks creative solutions by balancing customers’ needs with internal procedures and resources

·       Ability to engage multiple stakeholders and manage conflicting requirements

Commercial, Financial & Business Acumen:

·       Demonstrate you are conversant with commercial terms, and have an understanding of organisational structure

·       Demonstrate knowledge of high level financial information, such as interpretation of CapEx, PropEx and OpEx and when to apply

·       Ability to identify, assess and mitigate technical and commercial risks of significant impact

Outcomes Focus:

·       Demonstrate a proactive approach

·       Demonstrate  drive for continuous improvement

·       Demonstrate persistence to overcome obstacles while recognising the need for appropriate and timely escalation

·       Demonstrate the ability to drive the performance of the Project and ensure timely delivery of outcomes

Analytical Thinking:

·       Demonstrate a proven ability to absorb and process wide and varying information

·       Ability to relate technology and strategy to financial impact and project lifecycle management



Business Values:

·       Act and behave in accordance with the company values at all times

  • Caring and responsive in the way service is provided to customers and colleagues
  • Treats all people with dignity and respect
  • Honest and ethical in all dealing with others.  Compliance with the law, minimum standard
  • Accepts accountability for actions
  • Trust colleagues and relies on them in order to achieve business success
  • Strives to be a member of a champion team and competition demands leadership,       teamwork and collaboration


Health, Safety & Environment:

·       Work safely at all times

·       Strictly observe all relevant Company policies and procedures

·       Report all known or observed hazards to the immediate supervisor

Equal Employment Opportunity:

·       Comply with all applicable law relating to equal opportunity and non-discrimination in the workplace

·       Strictly observe all relevant company policies and procedures


Privacy & Confidentiality:

·       Adhere to all Company Privacy & Confidentiality policies and procedures

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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