What are the responsibilities and job description for the Program Manager position at Yochana?
• Service Design - Own the accountability for ensuring all Client Services are designed to the agreed
requirements of the Client, within the bounds of the Clients Contract and to the expected level of time,
quality and cost, and End to End Relationship Management
• Manage the Service Relationship Surveys including Client
specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey’s
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.
• Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth
through the pro-active management of the Client’s IT Services Demand
• Business Relationship Management - Provide the overall Business Relationship Management
(BRM) for the delivery of operation of the Clients Services up to executive level. (i.e. B2B reporting)
Operational / Performance Management
• Service Management - Oversee the execution of the Clients Service Management Governance including
monitoring and reporting on the Service Level Agreements (B2C SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services
• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• Financial Management - Provide Financial Management Governance & Reporting: Billing checks, INQ Tickets, Credits and other required financial health indicators.
• Mitigate Risk - Identify, record, report, monitor and action all risks, jeopardizing/positively impacting the delivery of Clients contracted services
• Continual Service Improvement - – Implement the Continuous Service Improvement Strategy to
ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the
Continual Service Improvement Plan
• Service Operations - Own the accountability for ensuring the creation, resourcing and delivery for operations functions and processes in line with the Clients Service and Contract expectations