Program Manager


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Has direct oversight over all projects; from planning to execution. Manages all project managers and focuses on meeting project commitments, including communications with sponsors and all stakeholders.


Duties & Responsibilities

  • Essential duties/key job roles and responsibilities include but are not limited to the following:
  • Responsible for end-to-end service delivery of all operational projects
  • Responsible and accountable for direct project profit and loss, customer satisfaction and management at the clients’ head office and delegates regional client’s satisfaction and management to project managers
  • Communicate delivery progress to key client and internal stakeholders from the operational level through executive leadership
  • Facilitate the definition of project missions, goals, tasks, and resource requirements; resolve or assist in the resolution of conflicts within and between projects or functional areas;
  • Develop and maintain a comprehensive framework that considers the various  operational and service delivery components for all projects in line with customer expectations
  • Manage key stakeholders on whom project success depends; draw on resources within or outside the company as necessary.
  • Provide guidance and mentoring to the project team on execution strategy, contractor management and technical requirement
  • Engage with project team, clients and sub-contractors to support project execution
  • Mentoring of key project leadership team.
  • Selects, manages and coordinate the implementation teams and 3Ps.
  • Manage the performance evaluation process of all implementation teams and 3Ps.
  • Provide feedback to Technical Manager on resource allocation and utilization and release.
  • Manage and hold the project managers accountable for quality service delivery, cost control, schedule control and PO closure in its region.
  • Provide input in the service costing process to ensure business profitability.
  • Ensure compliance with project budgetary, accounting, records management procedures
  • Support group internal auditor to keep the delivery team accountable for the service under his/her responsibility.
  • Develop methods to monitor project or area progress; and provide corrective supervision if necessary.
  • Develop and control project budget and resource allocation.
  • Articulates client expectations and facilitates communication between sponsor and client to guarantee customer satisfaction during projects.
  • Ensure project reporting, capturing and monitoring progress to clients and other stakeholders (e.g. Quality, Procurement, Sales, Finance and HR teams) at all phases of projects are conducted
  • Liaise with logistics manager for equipment delivery to the site.


Expected Output

  • Below are key outputs expected of the Program Manager:
  • Project Plan and Progress Report.
  • Service cost book.
  • Supporting documents and signed acceptances
  • Periodic Project Budget Reports
  • Approved Fund Requests
  • Monthly team and 3P performance evaluation report.
  • Project Resource Utilization Report.



  • Minimum Education: B.Sc. / H.N.D. in Computer Science, Electrical Engineering, Information Systems, or Telecommunications. Any relevant post-graduate degree will be an advantage.
  • Minimum Working Experience: 7 years of increasingly responsible experience, including experience successfully managing various projects. Outstanding grasp of IT and Telecoms concepts and processes.
  • Required Certification(s): Any relevant professional certification, with preference for PMP and Prince 2.


Knowledge, Skills & Attitude

  • Excellence, integrity, creativity, team spirit, commitment, customer-centricity, empathy, safety consciousness.
  • Must be able to provide high level technical support. Able to make quick decisions and solve technical problems.
  • An appreciation for customer expectations with a customer-oriented approach to results.
  • Experience in troubleshooting, solutions design and development and the ability to understand and adapt client requirements into product solutions development and delivery.
  • Good management of teams and personnel.
  • Exceptional customer service skills
  • Ability to Plan and forecast to anticipate client needs and minimize service disruptions
  • Project Management Skills and an ability to develop project management frameworks.
  • Ability to manage change and effectively pass on the information down the line to concerned teams for smoother execution
  • Delegate and allocate responsibilities efficiently to manage projects end to end
  • Must be highly analytical and possess problem solving skills with the ability to apply original and innovative thinking.
  • A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders.
  • To be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision.


Working Conditions

  • Extended work hours.
  • May require travel – local and international.
  • Working under pressure