Delivery Program Manager MEA

Your Role and Responsibilities

This role preferred to have Data/Report Analytics background to acquire, analyze, and produce data / reports for business operations and support the management for business decision making.

Key responsibilities:

• Ownership of Course/Program Support in a defined Program/Portfolio/Geographic area of responsibility:
• IBML-course point of contact for questions in general.
• Work with requestors/stakeholders to understand/support ongoing deployment of new and/or existing Courses.
• Verification of workability of regional Program design and deployment plans.
• Creation/maintenance of Course Database data for Courses/Programs (aligned and unaligned).
• Support and validation of CRC Course Requests
• Course Code tracking/assignment where required
• Validation of Course/delivery type conditions.
• Manager approval exceptions.
• Ensure the correct evaluation survey is selected.
• Kitting profile identification/entry.
• Setup profile identification/entry.
• Ensure min/max and waitlist values for each delivery type are identified.
• Manage costing and sponsor tuition recovery (sponsor owned) process tasks.
• Create/validate course code change requests where required.
• Engage Fast Path/Priority Handling process when needed.
• Consult with/support Portfolio Focal where required.
• Overarching responsibility for the successful delivery of classes resulting from planned or ad hoc demand:
• CRC “Class Contact” with end-to-end ownership of the class.
• Ensure Course Code, Delivery Type and Language availability for class requests.
• Costing and sponsor/client tuition recovery process tasks related to class requests.
• Ensure the correct Manager Approval Setting is identified with the class.
• Class deployment ownership, including awareness of class specifications.
• Identify potential delivery concerns, minimize their impact and issue resolution with appropriate IBML teams.
• Work with PAs where applicable, to ensure the class is successfully deployed and provide guidance as required.
• Ensure that guest / executive speakers are assigned to classes that require speakers (schedule directly with speaker or coordinate with speaker scheduler).
• Learner Special Needs support (analyze/communicate with Learners/Learner Manager/LSA/Instructor as needed).
• Review LVC class information for completeness.
• Make timely class go/no go decisions based on data in the “CRC Checkpoint Report” and other considerations.
• Communicate resulting cancellation decisions immediately via Class Change Request to the LRM.
• Create class change requests where required.
• Maintain close communication with LRM when external resources are assigned to a class.
• Ensure instructors return rosters for classes in “ended” status, including executing the escalation processes as required.
• Create billing adjustment requests as needed (Manual Adjustment Database).
• Ensure a backup is trained and ready to support the Program / Portfolio when on office leave.
• Support improvements and changes to the IBML delivery process.

Additional support:

• Gather and prepare data from proper data sources and organize per defined reporting requirements
• Analyze data and make appropriate conclusions and prepare results into a meaningful format for the requestor
• Distribute the reports/metrics in the standard and centralized repository
• Provide ad-hoc reporting support per business needs
• Enhance basic reporting of data to advanced analytics like segmentation, analytics & optimization as well as data visualization.

Classroom Administration:

• Provide delivery location support (logistics, classroom setup, materials receipt, instructor/learner support, etc.).
• Handle internal & external room booking.
• Coordinate with IBM Vendor/s (AMEX)for external venue booking.<