Overview
Client Program Management Officer Jobs in Cairo, Egypt at Tech Mahindra
Title: Client Program Management Officer
Company: Tech Mahindra
Location: Cairo, Egypt
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 Responsibilities
1. Presales & Contract Bid Support
- Support 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 Management
- Develop 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 Management
- Manage 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 Improvement
- Ensure 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 Analysis
- Analyze 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 Development
- Document 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 Initiatives
- Participate in global improvement programs.
- Lead knowledge management migration activities when required.
- Support international collaboration initiatives across regions.
knowledge and Abilities
Understanding of OB products, processes & tools and the associated organizations
Organisation, co-ordination, communication, presentation, synthesis and reporting skills
Open mindset, willing to discover new areas in a complex environment
Client focused with strong interpersonal skills
Team 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 things
Experience with process developments and optimization
Strong industrialization spirit
Good understanding of the telecoms and IT industries.
Integrating project work with Knowledge Management concepts and principles
Ability to work under pressure
Business and financial orientation
Excellent knowledge of written and spoken English language
Expert in MS office suite
Experience in Business Analysis and Data Analysis
Education, Qualifications, and Certifications
Degree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development
ITIL4 foundation certification
Financial background is a plus
Optional: 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 domain
Experience
Minimum of 10 years of customer facing experience in the telecom or IT industry
Experience in working in and international environment with geographically distributed teams.
Experience at developing, documenting and optimizing processes
Experience at communicationg and reporting to senior managementMain Skills Required
Core Client & Stakeholder Management Skills
Essential
✅ Customer Relationship Management
✅ Stakeholder Management
✅ Executive Communication
✅ Customer Satisfaction Management
✅ Client-Facing Engagement
✅ Cross-Functional Collaboration
✅ Presentation Skills
✅ Reporting Skills
Project & Program Management Skills
Essential
✅ Program Management
✅ Project Coordination
✅ Resource Forecasting
✅ Risk Management
✅ Issue Management
✅ Service Improvement Planning
✅ Governance Management
✅ Change Management
Preferred Certifications
- PRINCE2
- PMP
- PgMP
- MSP
- Agile PM
- SAFe
- Scrum
Business Analysis Skills
Essential
✅ Business Process Analysis
✅ Requirements Gathering
✅ Process Mapping
✅ Process Optimization
✅ Business Improvement Initiatives
✅ Gap Analysis
✅ Workflow Analysis
✅ Root Cause Analysis
Preferred Certifications
- BCS Business Analysis
- CBAP
- CCBA
Data Analysis Skills
Essential
✅ Data Analysis
✅ KPI Reporting
✅ Dashboard Development
✅ Data Interpretation
✅ Trend Analysis
✅ Performance Measurement
✅ Business Intelligence
Tools
✅ Excel (Expert Level)
✅ Power BI (Advanced)
Service Delivery & Operations Skills
Essential
✅ Contract Management
✅ SLA Management
✅ Service Governance
✅ Service Delivery Management
✅ Quality Assurance
✅ Operational Reporting
✅ Continuous Improvement
✅ Vendor Management
Telecommunications & IT Knowledge
Essential
✅ Telecom Industry Understanding
✅ IT Services Knowledge
✅ Managed Services Environment
✅ Customer Lifecycle Management
✅ Contract Governance
✅ International Operations
✅ Knowledge Management
✅ ITIL Practices
