Principal Program Manager

The Principal Project Manager works directly for the Director of Global Improvement in the Czech Republic. They lead the Special Investigations Unit, and are part of the Business Architecture team, and the Configuration Control team. They collaborate daily with teams across NetSuite Cloud Operations to ensure critical investigations result in permanent solutions, and ensure support for, implementation of, and adherence to BA&A, configuration management, and change control strategies and requirements. On a rotating basis, they assume the role of Continual Service Improvement weekend on-call manager and oversee critical response activities during weekend large-scale events.

 Ideal candidate

The ideal candidate enjoys working in a dynamic and fast-paced learning environment and is comfortable addressing challenging situations even when differing opinions are expressed. They effectively communicate and influence key stakeholders to support, implement, and adhere to BA&A, configuration management, and change control strategies and requirements. This ability means calmly guiding discussions, regardless of the problems' urgency or severity, and managing stakeholders at all organizational levels. They enjoy applying technical, analytical, and managerial skills to optimize processes, produce outcomes, and drive change. 

Special Investigations

• As directed by leadership, investigate critical data incidents and account lockouts that impact key customer accounts;
• Ensure a high degree of discretion and confidentiality when dealing with sensitive information;
• Compile comprehensive reports of the causes and impact of investigated incidents; and
• make detailed proposals for process improvements to eliminate recurrence.

Configuration Management and Change Control

• Track and monitor Cloud Operations technical documentation placed under configuration control in the Technical Content Vault (TCV);
• As a leader on the TCV team, develop and review configuration management policies, processes, and procedures to ensure they contribute to operational efficiency and effectiveness;
• Collaborate on approval processes and workflows that are related to documentation compliance and business architecture sublayers;
• Review and assess evolving requirements for their impact on established processes;
• Draft definition requirements and initiative plans for process improvements, ensuring that all stakeholders are accurately represented;
• In conjunction with the appropriate change control committee, review proposed changes to systems and analyze their impact on work in progress and future requirements;
• Gather, review, and analyze data, including key performance indicators (KPIs), and other metrics, to develop options for reporting and  process improvements;
• Present options for process improvements to stakeholders at all levels;
• Maintain as-is and to be process improvement documentation;
• Implement approved improvement initiatives; and
• Document and implement configuration change decisions.

Document Migration and TCV Evolution Management

• Prepare initiative plans in line with the Global Improvement method;
• Manage stakeholder expectations through a well-designed stakeholder engagement, reporting, and communication strategy;
• Work with the Delivery Managers to ensure the initiative delivers the required changes on time while ensuring quality and compliance requirements are met;
• Liaises with Project Assurance and the Project Board;
• On small initiatives, perform specialist work;
• Responsible for the project producing a result capable of achieving the benefits defined in the business justification;
• Ensure an appropriate level of planning, monitoring, and reporting;
• Act as a liaison between cross-functional teams to ensure alignment and address any challenges or delays;
• Negotiate team resources required to execute approved plans; and
• Monitor and control the flow of activities per the plans and schedules.

Skills and Qualifications

• Possess a combination of technical, analytical, and interpersonal skills;
• Bachelor's or Master's degree in industrial engineering, business analytics, management information systems, or a related field;
• A knowledge of production methods, processes, and systems;
• Experience building and testing processes using BPMN 2;
• Experience in Document Control or Configuration Management is an asset;
• Proficiency in using applications for production management is an asset;
• Ability to manage multiple variables and constraints that affect the build process, such as demand fluctuations, resource availability, quality issues, and delivery deadlines;
• Familiarity with industry best practices in project management; and
• Ability to analyze data, solve problems, and make decisions even when faced with ambiguity.
   

Career Level - IC4