The Client Program Management Officer (CPMO) supports the Client Executive (CE) and Customer Program Director (CPD) throughout the customer lifecycle, from presales to service delivery and ongoing contract management.The role is responsible for ensuring effective governance, communication, reporting, service improvement, resource forecasting, process optimization, and customer satisfaction across complex telecommunications and IT contracts.Key Responsibilities1. Presales & Contract Bid SupportSupport Client Executives in defining governance models.Assist in documenting customer engagement and operational frameworks.Align stakeholders on management responsibilities during contract build and operational phases.Support contract preparation and service planning activities.2. Contract Setup & Transition ManagementDevelop communication plans.Create Client Executive induction packs.Establish service improvement templates and governance processes.Set up resource forecasting mechanisms.Support transition and onboarding activities.Coordinate contract readiness activities before service delivery.3. Contract Operations ManagementManage customer communication plans.Maintain risk and issue registers.Support billing governance activities.Produce operational and executive reports.Manage resource forecasting and capacity planning.Monitor service performance against contractual obligations.Support customer satisfaction initiatives.Coordinate improvement actions across stakeholders.4. Quality & Process ImprovementEnsure smooth handover between sales, presales, transition, delivery, and operational teams.Drive process optimization initiatives.Maintain operational documentation and standards.Identify and implement best practices.Recommend efficiency improvements.Contribute to continuous service improvement programs.5. Business Analysis & Data AnalysisAnalyze account performance data.Develop reporting dashboards and business insights.Support operational efficiency programs.Define and track SMART objectives.Identify opportunities for process automation and optimization.Use data-driven recommendations to improve account performance.6. Knowledge Management & Practice DevelopmentDocument lessons learned.Maintain templates and methodologies.Contribute to business development initiatives.Participate in internal governance forums and collaboration sessions.Support organizational transformation programs.7. Transversal & Organizational InitiativesParticipate in global improvement programs.Lead knowledge management migration activities when required.Support international collaboration initiatives across regions.knowledge and AbilitiesUnderstanding of OB products, processes & tools and the associated organizationsOrganisation, co-ordination, communication, presentation, synthesis and reporting skillsOpen mindset, willing to discover new areas in a complex environmentClient focused with strong interpersonal skillsTeam player, used to work with different cultures and to work in a virtual matrix team environment.Ability to innovate and find improved ways of doing thingsExperience with process developments and optimizationStrong industrialization spiritGood understanding of the telecoms and IT industries.Integrating project work with Knowledge Management concepts and principlesAbility to work under pressureBusiness and financial orientationExcellent knowledge of written and spoken English languageExpert in MS office suiteExperience in Business Analysis and Data AnalysisEducation, Qualifications, and CertificationsDegree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-developmentITIL4 foundation certificationFinancial background is a plusOptional: CMM/CMMI, PMP or PgMP or Prince2 or MSP (or internal PM certifications), Six Sigma, ISO implementer certifications, AgilePM, Scrum certification, SAFe certification, BCS International Dimploma in Business Analysis or any equivalent certificate in Business Analysis domainExperienceMinimum of 10 years of customer facing experience in the telecom or IT industryExperience in working in and international environment with geographically distributed teams.Experience at developing, documenting and optimizing processesExperience at communicationg and reporting to senior managementMain Skills RequiredCore Client & Stakeholder Management SkillsEssential✅ Customer Relationship Management✅ Stakeholder Management✅ Executive Communication✅ Customer Satisfaction Management✅ Client-Facing Engagement✅ Cross-Functional Collaboration✅ Presentation Skills✅ Reporting SkillsProject & Program Management SkillsEssential✅ Program Management✅ Project Coordination✅ Resource Forecasting✅ Risk Management✅ Issue Management✅ Service Improvement Planning✅ Governance Management✅ Change ManagementPreferred CertificationsPRINCE2PMPPgMPMSPAgile PMSAFeScrumBusiness Analysis SkillsEssential✅ Business Process Analysis✅ Requirements Gathering✅ Process Mapping✅ Process Optimization✅ Business Improvement Initiatives✅ Gap Analysis✅ Workflow Analysis✅ Root Cause AnalysisPreferred CertificationsBCS Business AnalysisCBAPCCBAData Analysis SkillsEssential✅ Data Analysis✅ KPI Reporting✅ Dashboard Development✅ Data Interpretation✅ Trend Analysis✅ Performance Measurement✅ Business IntelligenceTools✅ Excel (Expert Level)✅ Power BI (Advanced)Service Delivery & Operations SkillsEssential✅ Contract Management✅ SLA Management✅ Service Governance✅ Service Delivery Management✅ Quality Assurance✅ Operational Reporting✅ Continuous Improvement✅ Vendor ManagementTelecommunications & IT KnowledgeEssential✅ Telecom Industry Understanding✅ IT Services Knowledge✅ Managed Services Environment✅ Customer Lifecycle Management✅ Contract Governance✅ International Operations✅ Knowledge Management✅ ITIL Practices