OverviewThe Group Head – Rollout Operations will be responsible for the Program Management, - Planning, execution & control of the Service Delivery framework achieving the overall Strategic Business objectives.He will equally be responsible for developing a PMO framework for managing, mentoring and coaching the team of project managers and middle level management team members to ensure the successful delivery of projects undertaken by the Company. He will undertake the definition and compliance of the PM Processes and best practices with in Laplace Technologies Limited, by acting as the source of documentation, guidance and metrics on the practice of project management and execution. He will provide guidance and make recommendations in the management of key initiatives and programs supporting the strategic objectives of the organization. Main Duties & Key Responsibilities• Responsible for Customer Management and retention by achieving customer service objectives through contributing customer service requirements and recommendations to strategic plans and reviews; preparing and completing Service Delivery plans; implementing productivity, quality, and customer-service standards.• To determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and customer feedbacks.• Proven business acumen and understanding of how operational decisions and performance impact the P&L• Responsible for customer service quality and process improvements by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• To participate and lead the Program/Service Level Requirements (SLR) sessions and attend the weekly or monthly governance with the end customer ensuring the overall objectives of the program or service is achieved in line with Customer expectations.• Lead the creation of program management framework in collaboration with Technical Program Management, Shared Services and executive leadership to understand and document project drivers and work to ensure ongoing project relevance to corporate objectives.• Assist and advise leaders, managers, and members of the teams to the best use of project management disciplines and approaches within a fast-paced, high tech environment. This will involve the direct management and responsibility of mentoring and coaching the various Project and Implementation Managers within Laplace Technologies Limited.• Maintain PM and Operational processes to ensure project management documentation, reports and plans are relevant, accurate and complete.• Track and report on project performance, Resource Effectiveness and efficiency, providing a real-time, comprehensive, and prioritized view of all projects to the Executive team on weekly or as required basis.• Establish positive relationships with managers and staff to enable the soft logic PMO to provide support including facilitation, tracking and reporting on projects, and training.• Assist in managing enterprise level resource allocation, including adjustments based on emerging business or technical opportunities and challenges.• To make recommendations for the recruitment profile, supervision, appraisal, induction, development and performance management of technical staff working under Technical Operations of the Company.• To have a good understanding of Laplace-wide issues and be able to suggest solutions for resolution.• To assist the executive management in defining project budgets criterions for the projects undertaken by the Company.• To develop and maintain the project management methodology including document templates, identifying project phases, reporting and planning information for successful project delivery.• Proactively manage and resolve changes, Conflicts in project scope, identify potential crises, and devise contingency plans for internal and external environments.• Strong understanding of project Critical success factors (CSF) for the various Projects undertaken by the Company and disseminates them to involved stakeholders throughout project life cycle.• Conduct regular Business and Operational Review to build, develop, and grow any business relationships vital to the success of the project deliveries• Ensure Code of Conduct compliance among all team members, suppliers and other business associates related to the Service delivery.• Be responsible and drive the acceptance/ Sign off and financial closure for implemented projects by the Company.• To implement the Laplace Technologies Limited's HSE policies and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required.• To undertake any other tasks, duties or projects which may arise from time to time which are commensurate with the general level of this post and as directed by the CEO.