October 12, 2024

Viasat, Inc.

Canberra

FULL TIME

Program Manager - SGS-E

About us:

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do:

The Program Manager SGS-E is responsible for overseeing and ensuring the highest level of service quality and customer satisfaction for our government client. The Program Manager plays a pivotal role in:

Program Management of a complex SATCOM Sustainment program
Day to day management of a Sustainment delivery team
Oversee multiple teams, ensuring program goals are reached
Managing budget and funding channels for maximum productivity
Ensuring the quality of the services/solutions provided exceeds client expectations

The day-to-day:

Some key responsibilities of the Program Manager are:

Working closely with the government client on programmatic outcomes
Working closely with management to provide advice on programmatic outcomes
Establishing and leading regular customer service reviews
Monitoring service levels to ensure that service delivery metrics are tracked and reported and are being met
Monitoring team issues and implementing corrective action where necessary to avoid reoccurrence
Handling customer complaints or concerns quickly and professionally to maintain good customer relationships
Ensuring systems, procedures, and methodologies are in place to support outstanding delivery of contract deliverables
Performing trend analysis and developing, owning and driving general service improvement plans
Resolving escalated customer specific issues and improving service methodologies to increase team productivity and performance
Providing regular updates to International Government management and internal stakeholders on customer satisfaction and any issues or challenges that need to be addressed
Driving revenue assurance and liaising with the business to ensure accurate cost accounting
Analyse, evaluate and overcome program risks
Produce reports for managers and government stakeholders

What you'll need:

Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices. This includes Incident management, change management, problem management, and service level management
Have strong interpersonal and communication skills to build and maintain relationships with stakeholders. They need to be able to understand requirements, manage expectations and ensure stakeholder satisfaction
Possess leadership qualities to guide and motivate teams. This includes the ability to lead without authority, to delegate tasks, to provide clear directions and to inspire collaboration and teamwork
Possess strong project management skills and the ability to oversee multiple initiatives at the same time. They need to be able to plan, organise, and coordinate resources, timelines and deliverables
Be skilled at analysing complex situations, identifying problems, determining root causes and proposing effective solutions. They need to be able to think critically and make decisions quickly to address service/solution related challenges
Have a continuous improvement mindset. They need to be able to proactively identify areas for improvement, implement process enhancements, and drive efficiency in the services/solutions managed
Must be an Australian citizen and have an active Australian Government Security Clearance (NV1) or have held one previously

What will help you on the job:

The Program Manager:
- Should understand budgeting, cost management, and financial planning to ensure that solutions/services stay align to financial goals
- Should have a broad technical understanding of satellite telecommunications processes, systems, infrastructure and technologies
- Hold a bachelors degree (or equivalent) in business administration or related field, or Project Management
- Experience in development of Defence Sustainment Contract deliverables
- Ten or more years of experience in a Program or Project Management role

EEO statement:

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.