Program Manager Education Services

Industry: Technology


11 - 15 years

Posted 37 days ago

Responsible for the overall management of a service segment of significant scope and complexity at worldwide level. Includes but is not limited to development, implementation and governance of product service or solution portfolio lifecycle management, revenue growth programs through the appropriate routes to market. Includes but is not limited to achieving revenue, profit and/or TCE goals for that segment/entity.

The program manager is a senior pursuit role within Education Services responsible for business development, deal shaping and assisting in the area of attach both direct and indirect regarding existing and new customers across all industries.

He/shewill work with the business units, sales and account teams to identify attach and channel opportunities, determine the customer's/partner needs, and design specific attach solutions.

The program manager will be expected to develop an understanding of the full Education portfolio, and is ableexplain the value of the portfolio to internal and external customers.

Program managers are Subject Matter Experts for their aligned service offering. In this function, the program manager works directly with our customers/partners/bu's , alongside specialist sales and account management teams, to assess, plan attach solutions, both in the public and private sectors.

Principal Responsibilities

Properly position technical training services under the Pointnext services portfolio (foundation/proactive/datacenter), strategic growth initiatives (datacenter care, new business), sales modes (new, renewal, conversion), sales roles (Attach=Packaged Services, Installed Base, New Business, Combo=IB+NB, Hybrid) and GTM paths (direct, indirect),customer segments (GA, C&P, SMB), as well as presales methodology (PROP=Pre-Renewal-Optimization-Process) and EPC configuration tools. This is valid at WW EDU level.

The program manager manages attach programs (direct/indirect) to maintain the highest feasible "penetration rate" in contractual orders. Plan business and activities at services program level for multi-region/country results. Combines high business acumen with ability to interpret/present data in the best way, to assist or drive better decisions, often via negotiation/influencing techniques. Understands time pressure, assigns priorities, likes triggering everybody to set/monitor/chase "SMART" business/program goals.

The program manager is responsible for increasing the attach penetration rates of education services both in the direct and indirect business.


  • Leads and develops product support or solution portfolio planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
  • Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
  • Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
  • Responsible for order contribution in the area of attach (direct/indirect).
  • Provide leadership in the development, and execution of the business vision .
  • Utilizes technical and business skills to lead complex cross- functional activities that have a high impact on the services business.
  • Provides mentoring and guidance to peers and lower level employees.

Education and Experience Required:

  • Typically 12+ years to demonstrate mastery of Service Business Management.
  • Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

Knowledge and Skills:

  • High knowledge of IT and services industry.
  • In-depth knowledge of the company's organization and policies, services offerings, end to end processes, tools, and routes to market.
  • Unique mastery and recognized authority in area of responsibility. Need solid technical, and state-of- the-art functional, or business knowledge.
  • Highly developed problem solving abilities.
  • Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations. Strong skills in exercising independent judgment.
  • Ability to correctly design reports and interpret their output.
  • Highly developed project/ program management and change management skills. Solid understanding of business planning methods and business acumen.
  • Excellent presentation skills. Highly developed negotiation/ influencing skills.