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Program/Project Management Sr. Director - Remote U.S

Date:  Jun 11, 2022

Remote, NY, US

Requisition ID:  32389

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at


Applicants must already be located in the United States and roles are not eligible for sponsorship.  The Avaya Professional Services Senior Director in charge of program and project delivery leads a 300+ person organization that delivers 2,500+ Contact Center and Unified Communication projects per year in NAR, CALA and Federal markets.  He/She governs global delivery of $1B+ in packaged software, custom applications, QA testing, DR management, security hardening, hardware, maintenance, managed services and cloud-based applications annually across many interrelated organizations, teams and business partners.   He/She is accountable for $140M in professional services revenue annually and the acceleration of Annual Recurring Revenue (ARR) in the form of the delivery of cloud-based UC seats and CC agents within the client base.

To be successful in this role this critical leader will need to 1) manage a large program and project management practice, 2) deliver on quarterly and annual financial commitments, 3) pivot the organization to an efficient and effective cloud delivery model and 4) effectively team with key stakeholders in Products, Sales, Engineering, Professional Services and Day 2.





•    Own program and project delivery of Avaya and partner-based technologies for Avaya’s clients, focusing on Scope, Schedule, Risk, Issue and Communication Management.  
•    Manage the quarterly close, documenting the percentage of completion of all projects under management and certifying the revenue results through Avaya’s SOX compliance process.
•    Drive revenue growth and margin expansion by measuring and improving quality of delivery through program reviews, project reviews and audits as well as developing a metrics scorecard to improve individuals’ performance.  
•    Drive a quality management program that establishes a vision of the future state of delivery, collects/monitors relevant metrics and drives step-level change in performance and a culture of continuous improvement.
•    Govern the Day 1 operational change control process including process management and oversight, managing the change control database, development of KPIs, notifications of project cutovers and outcomes, and the development of root causes for failures.  
•    Manage churn and acquire and maintain talent ensuring a rapid assimilation of newcomers into the practice.  Develop a robust knowledge management system that maintains a highly skilled program and project management team while increasing their technical acumen and capabilities in specialty areas like omni-channel contact center, workforce management, unified communication, etc.  Ensure learnings from project and program reviews, client escalations and failed cuts are disseminated to the team and drive improvements in delivery quality.
•    Ensure high customer satisfaction and strong governance through program steering committees, executive sponsors, and adherence to escalation management processes.
•    Drive client escalations to optimal outcomes by engaging customers and account teams and leveraging resources across the delivery eco-system to provide sustainable remedies. 
•    Collaborate with client, Avaya, and vendor teams to ensure that requirements, expectations and resources needs are fully documented and agreed upon by all stakeholders
•    Manage executive expectations through detailed regular communications on critical programs.  Establish a cadence to discuss and report on high and medium risk projects.
•    Identify business risks and communicate across the sales and services eco-system (sales, pre-sales, tech delivery, EP&T, Day 2 operations and Day 3, developing long term solutions 
•    Lead cross-functional teams (sales, project management, engineering, service management, and support) through the iterative process of designing, planning, delivering, and supporting capabilities (projects) required to realize the benefits of your client’s transformation



•    Demonstrable experience in building, managing and transforming large and international program and project practices in support of on-premises and cloud deployments.



•    Expertise in Project and Program Management methodologies.
•    Management of large multi-national professional services organizations
•    Financial management – revenue and gross margin management and forecasting.
•    Crisis and escalation management with clients.
•    Strong teamwork with key functional stakeholders in Products, Engineering, Sales, Professional Services (Day 1), Operations (Day 2)
•    Exceptional people management skills – performance management, personal development, etc
•    Transformation expertise
•    Cloud solution onboarding experience.



•    Full-time role, remote office acceptable, up to 30% travel



•    BS required; MS preferred
•    PMP certification preferred.


(Colorado only*) Minimum salary of $XXXXX + bonus + benefits.
•    Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.


10+ Years of Experience


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at and applicable Privacy Statement relevant to this job posting (accessible at