Head of Customer PMO (Project Management and Order Management)

Job description

Join Our Dynamic Team as a Head of Customer PMO (Project Management and Order Management)! 🌟 Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? The Head of Customer PMO is responsible for the day-to-day leadership of the Project Management function, ensuring projects and orders are delivered consistently, on time, and to a high standard of quality and customer satisfaction. This role provides hands-on leadership, coaching, and support to Project and Order Management resource, ensures governance and delivery standards are applied consistently across the portfolio, and acts as a key escalation point for customers and internal stakeholders. Working closely with the Solutions Delivery Director and peer managers, the Head of Customer PMO also drives continual service improvement, ensuring the delivery function evolves to meet changing customer and business needs. Accountabilities and Deliverables: Team Leadership & Resourcing Manage the day-to-day function of the Project Management team, ensuring effective planning, prioritisation, and delivery of work. Act as a resource to the Project Management function, leading, coaching, and providing insight to team members, and removing project blockers as required. Ensure new projects and orders are distributed to the most appropriate Project Management or Order Management resource, balancing capacity, skillset, and customer needs. Maintain culture, morale and cross-team collaboration. Governance & Delivery Standards Ensure a consistent delivery approach is maintained across all projects and orders, using approved governance models and methodologies. Ensure quality is maintained throughout the delivery cycle, from initiation through to closure. Performance & Value Creation Drive WIP management, project delivery, and value creation across the portfolio. Manage project and order SLAs and KPIs on a day-to-day basis, ensuring performance is tracked and issues addressed proactively. Customer & Stakeholder Management Ensure customer satisfaction is maintained throughout the delivery cycle. Act as a point of escalation for both customers and internal stakeholders, resolving issues promptly and effectively. Work with the Solutions Delivery Director and other managers to review and implement continual service improvement initiatives across the delivery function. Continual Service Improvement Work with the Solutions Delivery Director and other managers to review and implement continual service improvement initiatives across the delivery function. Key Business Relationships Solutions Delivery Director and peer delivery managers Project Management and Order Management teams Customers and account stakeholders Sales, Product, and technical delivery teams Project management experience across Prince2, Agile, and Hybrid methodologies. Previous team leader or management experience within an MSP (Managed Service Provider) environment. Previous experience delivering projects for cloud, ITaaS, Cybersecurity, UCaaS, networking (WAN / LAN), and multi-pillar solution delivery. Strong leadership and coaching skills, with the ability to support and develop a delivery team. Confident managing SLAs, KPIs, and delivery performance across a portfolio of projects and orders. Confident managing a remote and distributed team. Excellent stakeholder management and escalation-handling skills, both customer-facing and internal. Why work for Babble? Pension: Statutory pension provision Sick Leave: 20 days’ statutory sick pay Work Environment: Full‑time, office‑based role Parental Leave: Statutory maternity and paternity leave The recruitment journey We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. Direct Candidates Only Babble | Leading UK Cloud Solutions Provider Why Babble? Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in: Microsoft Modern Work Cybersecurity Contact Centre Technology Mobile Solutions Communications & Connectivity With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together! About Us | Leading UK Cloud Solutions Provider | Babble