head of program management resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Executive Profile

I am an experienced business leader with 20 years experience in systems engineering focusing on software engineering program management and have lead programs in telecoms, media, banking, public safety, utilities and ecommerce.

Skill Highlights
  • Program Management
  • SCRUM / Agile
  • Engineering Management
  • Account Management
  • Vendor Management
  • Service Delivery Management
  • Release and configuration management
  • Product Management
  • Team building and mentoring
  • Technical Pre Sales
  • QA Management
Core Accomplishments

Program Management:

  • Program and product manager for the 180Squared IPTV management platform.
  • Initiated and delivered a core OSS / BSS management platform for managing IPTV systems for Alcatel-Lucent.
  • Lead the Verizon Oncue PMO team, delivering the Go90 mobile media product launched October 2015.

Staff Development:

  • Built a structured PMO to deliver key business initiatives within Verizon OnCue.
  • Developed a team of Technical Program Managers to become SCRUM Masters in an Agile delivery model.
Professional Experience
07/2012 to Current Head of Program Management Cherry, Bekaert & Holland, L.L.P. | Tysons Corner, VA,
  • Responsible for software engineering program management for the implementation of a subscription media service running on a cloud based infrastructure.
  • Lead the OnCue Business Systems PMO.
  • Hands on SCRUM Master for key business systems programs including, program governance, risk management, change management, technical requirement definition and portfolio management.
  • Partner and vendor selection / management.
  • Define and manage quality stage gates for release to production.
  • Continuous improvement and change transformation implementer using PMP methodologies.
10/2010 to 07/2012 Director Solution Architecture Capital One | Hutchins, TX,
  • Group Program Director for Multi Media & IPTV R&D
  • Cross team program management for architecture, development, product management, validation and business development.
  • Professional services management for IPTV deployments with tier 1 and 2 telecom operators.
  • P&L responsibility for IPTV software programs
06/2009 to 09/2010 Group Product Manager / Director Program Management 180Squared INC | City, STATE,
  • Responsible for the program and product management for the 180Squared products.
  • Release and configuration management for product releases.
  • Product roadmap definition and strategy.
  • Define and enforce quality standards and processes.
  • Escalation point of contact for all customer software and project deployment issues.
  • Manage engineering resources to meet customer demands in project delivery, support and deployments.
  • Technical pre-sales for customer solutions positioning.
02/2008 to 04/2009 Engineering Test Manager (Consultant) Airwave Solutions | City, STATE, UK
  • Manage multiple test and implementation teams implementing a TETRA (Motorola Dimetra) public safety and first responder communications system with integrated Command and Control / GD92 interfaces.
  • Provide guidance on test process and structure to the on-site project teams from Airwave and project partners.
  • Manage customer expectations against project deliverables.
  • Problem management and escalation for customer issues found in validation.
03/2007 to 02/2008 Service Delivery and Contracts Manager (Consultant) Scottish Water | City, STATE, UK
  • Vendor management and contract SLA adherence.
  • Production Gatekeeper to manage the implementation of new and upgraded products and applications from development to production.
  • Created the Operational Acceptance criteria framework for implementing projects from development to production.
  • Manage multiple projects, hardware and software delivered from multiple vendors ensuring risk are mitigated, resources in place, projects plans accurate and run books in place for production implementations.
04/2006 to 03/2007 Service Delivery Manager & Chief of Staff SigDev | City, STATE, UK
  • Operational manager for multi site contact center solution for government services.
  • Manage change to the production estate, mitigating risk and communicating with the contact centers on outages and impacts.
  • Provide delivered services within defined, measurable processes and quality gates through standard methodologies of ISO9001 and ITIL.
  • Major incident management, communication and root cause analysis identification.
  • Manage 3rd party suppliers and partners (Infrastructure, software and services)
  • Manage the contact center application software engineering team to ensure that projects are resourced and quality built into deliverables.
  • Produce RFI / RFP responses to bids submitted.
  • Certified the company to ISO9001:2000.
03/2005 to 04/2006 Operations and Applications Support Manager J P Morgan Chase Bank | City, STATE, UK
  • Responsible for the daily operations and application support of key trading applications within the investment bank.
  • Managed a team of Operate Analysts across multiple global regions.
  • Manage service delivery of critical applications and ensuring that KPI, BPI, SLA and OLA's are met, tracked and reported in management MIS.
  • Manage all production issues raised to ensure that incidents are fully documented, include full root cause analysis and have preventative measure implemented in a timely fashion.
Expected in 1992 to to Associate of Science | Computer Science Bell College of Technology, Hamilton, GPA:

Higher National Diploma in Computer Science


Engineering Management, Program Management, Agile Development

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Resume Overview

School Attended

  • Bell College of Technology

Job Titles Held:

  • Head of Program Management
  • Director Solution Architecture
  • Group Product Manager / Director Program Management
  • Engineering Test Manager (Consultant)
  • Service Delivery and Contracts Manager (Consultant)
  • Service Delivery Manager & Chief of Staff
  • Operations and Applications Support Manager


  • Associate of Science

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