About usOne team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments, and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.What you'll doThe Program Manager SGS-E is responsible for overseeing and ensuring the highest level of service quality and customer satisfaction for our government client. The Program Manager plays a pivotal role in:Program Management of a complex SATCOM Sustainment programDay to day management of a Sustainment delivery teamOversee multiple teams, ensuring program goals are reachedManaging budget and funding channels for maximum productivityEnsuring the quality of the services/solutions provided exceeds client expectationsThe day-to-daySome key responsibilities of the Program Manager are:Working closely with the government client on programmatic outcomesWorking closely with management to provide advice on programmatic outcomesEstablishing and leading regular customer service reviewsMonitoring service levels to ensure that service delivery metrics are tracked and reported and are being metMonitoring team issues and implementing corrective action where necessary to avoid reoccurrenceHandling customer complaints or concerns quickly and professionally to maintain good customer relationshipsEnsuring systems, procedures, and methodologies are in place to support outstanding delivery of contract deliverablesPerforming trend analysis and developing, owning and driving general service improvement plansResolving escalated customer specific issues and improving service methodologies to increase team productivity and performanceProviding regular updates to International Government management and internal stakeholders on customer satisfaction and any issues or challenges that need to be addressedDriving revenue assurance and liaising with the business to ensure accurate cost accountingAnalyse, evaluate and overcome program risksProduce reports for managers and government stakeholdersWhat you'll needHave a deep understanding of service management principles, frameworks (such as ITIL), and best practices. This includes Incident management, change management, problem management, and service level managementHave strong interpersonal and communication skills to build and maintain relationships with stakeholders. They need to be able to understand requirements, manage expectations and ensure stakeholder satisfactionPossess leadership qualities to guide and motivate teams. This includes the ability to lead without authority, to delegate tasks, to provide clear directions and to inspire collaboration and teamworkPossess strong project management skills and the ability to oversee multiple initiatives at the same time. They need to be able to plan, organise, and coordinate resources, timelines and deliverablesBe skilled at analysing complex situations, identifying problems, determining root causes and proposing effective solutions. They need to be able to think critically and make decisions quickly to address service/solution related challengesHave a continuous improvement mindset. They need to be able to proactively identify areas for improvement, implement process enhancements, and drive efficiency in the services/solutions managedMust be an Australian citizen and have an active Australian Government Security Clearance (NV1) or have held one previouslyWhat will help you on the jobThe Program Manager:Should understand budgeting, cost management, and financial planning to ensure that solutions/services stay aligned to financial goalsShould have a broad technical understanding of satellite telecommunications processes, systems, infrastructure, and technologiesHold a bachelor's degree (or equivalent) in business administration or related field, or Project ManagementExperience in development of Defence Sustainment Contract deliverablesTen or more years of experience in a Program or Project Management roleEEO statementViasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this online application, please click here.
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