Program Manager (PMO)

Program Manager Responsibilities and Expectations for the Role

The Program Manager will be responsible for overseeing the delivery and governance of projects within their assigned tower.
Their role is critical in ensuring alignment with CCEAP standards maintaining continuity and driving successful outcomes.
The Program Manager will oversee the entire project lifecyclefrom project intake to delivery handover and transition to BAUto ensure smooth continuity and operational readiness.

Strategic Oversight

• Support portfolio-level oversight in coordination with the CCEAP PMO.
• Provide consolidated weekly and monthly reports covering all projects and programs under the assigned tower to ensure visibility alignment and proactive decision-making.
• Align program execution with enterprise application strategy roadmaps and business priorities defined by the Enterprise Applications Team.
• Provide insights on application demand trends project pipeline and investment prioritization to support portfolio planning.

Project Governance & Compliance

• Enforce adherence to CCEAP PMO processes templates and governance gates to projects enhancements upgrades integrations and retirement.
• Monitor and validate the accuracy and timeliness of project status reports.
• Ensure compliance with reporting schedules and data integrity standards.
• Ensure that all required project and program documentation is complete uptodate accurate and consistently maintained in accordance with CCEAP standards.
• Drive standardization across projects to reduce fragmentation in the application landscape.

Resource Management

• Oversee allocation and utilization of Project Managers and other delivery resources.
• Identify underperforming Project Managers and initiate unbiased evaluations.
• Coordinate with the vendor to backfill or replace resources within agreed turnaround times.
• Conduct interviews for new Project Managers ensuring role fit and capability alignment before deployment.
• Lead and monitor the onboarding process for new Project Managers to ensure full integration and understanding of CCEAP methodologies.
• Collaborate with the Enterprise Applications Team to ensure the right functional and technical skills are aligned to specific application domains (e.g. SAP CRM).

Delivery Management

• Track and manage project timelines budgets and scope across all initiatives in the tower.
• Facilitate risk and issue management ensuring timely mitigation and escalation when needed.
• Immediately escalate any risks issues or critical concerns to relevant stakeholders to enable timely decisions and prevent project delays.
• Drive on-time delivery of project milestones and final outputs.
• Ensure seamless transition from project delivery to BAU support minimizing disruption to application operations.
• Coordinate dependencies across multiple enterprise applications and integration points.
• Support release planning and deployment alignment with application maintenance windows and operational constraints.

(Added Section) Financial & Cost Oversight Support

• Track program-level budgets and provide transparency on project costs impacting enterprise applications.
• Support cost optimization initiatives by highlighting inefficiencies in delivery resourcing or vendor utilization.
• Assist in aligning project spend with business value and ROI expectations.

Stakeholder Engagement

• Maintain strong communication with internal stakeholders project managers and cross-functional teams.
• Ensure timely and transparent updates on project health risks and dependencies.
• Gather and respond to stakeholder feedback to improve delivery quality and satisfaction.

Performance Monitoring

• Monitor and report on key performance indicators (KPIs) such as delivery timeliness resource stability and stakeholder satisfaction of handled project managers and other delivery resources.
• Support continuous improvement initiatives based on performance data and lessons learned.
• Conduct regular and structured performance assessments of Project Managers to ensure consistent quality and identify development needs.

Change Management & Transition Support

• Manage transitions for incoming or outgoing resources ensuring minimal disruption.
• Support onboarding of new Project Managers and ensure knowledge transfer and continuity.
• Assess readiness and performance of new hires throughout their transition into assigned projects.
• Ensure structured knowledge transfer from project to BAU application support teams safeguarding system stability.
• Support change management activities including user readiness communication and adoption of new or enhanced applications.

(Added Section) Application Lifecycle & Rationalization Support

• Support the Enterprise Applications Team in managing the full lifecycle of enterprise applications (intake enhancement maintenance and retirement).