Head of Customer PMO (Project Management and Order Management)

Pristina, Pristina, Kosovo
Full-time
Contract Type: Permanent





Company Description


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




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 





Qualifications



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. 





Additional Information


Why work for Babble?

Annual Leave: 20 days’ paid holiday
Public Holidays: 12 paid bank holidays
Pension: Statutory pension provision
Sick Leave: 20 days’ statutory sick pay
Working Pattern: 10‑day fortnight
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