Program manager

Personnel management

• Team behavior
• Personnel management comp. 2

Communication

Ability to deal with conflict and criticism

• Identify conflicts and develop solution strategies
• Ability to constructively address and resolve communication issues and conflicts
• Ability to deal with difficult situations
• Ability to give feedback and deal with feedback
• Ability to reach consensus

Ability to engage in dialog

• Ability to lead dialog
• Empathy and understanding
• Interpersonal skills
• Openness to differences in age, gender, religion, disability and nationality
• Diplomatic
• Persuasive
• Dialectics (discussion and negotiation, conference management)
• Rhetorical skills
• Negotiation skills
• Enthusiasm
• Ability to inspire customers

Credibility and authenticity

• Ability to act and appear credible and authentic
• Verbal and non-verbal communication

Articulate

• Appropriate written and oral communication for the target audience
• Comprehensibility and clarity
• Presentation skills
• Moderation skills
• Ability to lead talks and meetings

Information management

• Information gathering
• Information processing
• Information transfer

Teaching skills

• Conveying knowledge
• Teaching and instructional skills

Self-management/personal conduct

Motivation and commitment

• Personal responsibility
• Ambition, initiative, dynamism and commitment
• Desire to play an active role
• Work-life balance

Self-reflection

• Self-awareness, in touch with own feelings
• Self-control, ability to constructively classify one’s own emotions
• Self-confidence and self-assurance

Technique

• Task planning and prioritization, time management, established procedures
• Systematic and disciplined approach
• Planning and organization of your own workstation
• Organizational skills
• Ability to cope with stress, resilience
• Deal with unforeseen events
• Deal with complex situations

Willingness and ability to learn

• Willingness and ability to learn

Personal skills

• Appearance, impression, charisma
• Self-assurance and self-control
• Emotional creativity
• Ability to empathize with others
• Trustworthiness
• Ability to draw connections

Social competencies

• Sensitivity
• Cooperative and tolerant
• Capable of integration and teamwork
• Collaboration with management
• Willingness to share information
• Self-discipline, high frustration tolerance, self-control
• Sense of responsibility, conscientiousness, reliability
• Respect and appreciation
• Ethics, integrity, loyalty, credibility, solidarity
• Win-win mentality

Design and problem solving

Innovativeness

• Ability to develop visions and strategies
• Ability to identify and seize opportunities
• Ability to deal with areas of tension and contradictions
• Openness and flexibility toward change

Problem-solving skills

• Ability to identify and analyze problems
• Ability to recognize complexity, think in terms of alternatives, synthesize
• Systematic and structured thinking
• Analytical, logical thinking ability
• Strategic thinking and action

Decision-making skills

• Ability to make decisions
• Ability to manage decision-making processes

Ability to implement decisions

• Ability to implement decisions
• Willingness and ability to take risks (experiment)
• Results-oriented action

Creativity

• Ability to independently find solutions to problems
• Imagination, intuition
• Talent for improvisation
• Creative ideas
• Innovativeness

Focus on results

• Focus on results and objectives
• Ability to share and exemplify company values
• Entrepreneurial thinking and action

Deal with complexity

• Think in systems (analyze, abstract, structure, order, synthesize)
• Categorize (differentiate between open and closed systems, between structural and behavioral complexity)
• Separate system and environment (demarcation)
• Form subsystems (divide a system into subareas)
• Form groups (forming element clusters with like elements)
• Network (represent relationships and interactions between elements, clusters, subsystems, etc.)
• Visualize (create system, relationship, process, development, portfolio graphics, etc.)
• Deal with uncertainties and probabilities

Abstract thinking ability

• Convey abstract concepts (presentation of results, visualization techniques)
• Envision the future
• Links
• Categorization, classification
• Simplification, focus on the essential
• Analogies, equivalences
• Open-mindedness, creativity, willingness to experiment
• Recognition of overarching connections
• Think in models
• Imagination

Business, administrative and control processes as well as compliance

• Environment, market
• Core processes of the company
• Value chain of the company
• Critical success factors
• Process optimization, process quality
• Business process reengineering
• Process mining
• Codes of conduct and legal aspects/obligations in ICT (copyright, contract, liability, procurement law, etc.)

Company policy/culture/organization

• Attentiveness
• Reflection
• Adaptability
• Cultural sensitivity
• Decision-making behavior

Business contexts

• Budgeting
• Finance and controlling
• Accounting
• Procurement (make or buy)
• Supply chain management
• Investments
• Production factors
• Product and market development
• Marketing and sales, pricing
• Communication
• Value creation
• Corporate strategies
• Corporate policy
• Stakeholders
• Effectiveness and efficiency
• Key performance indicators (KPIs)

Competitive situation in the sector

• Competitiveness
• Understanding of the industry
• Market models
• Marketability
• Generic strategies

Change in the business through ICT

• Customer and stakeholder focus
• Service orientation
• Market orientation
• Transformation
• Navigation

Consulting and sales

• Consultation process
• Offers, quotations
• Acquisition and conclusion
• Pricing
• Negotiation technique

ICT management

• IT strategy: Development and implementation of strategies for information and communication technologies.
• Information technologies: Assessment of new technologies in terms of their benefits for the company.
• Potential for improvement: Identifying and realising potential for improvement in ICT structures.
• Project portfolio: Organising the entire ICT project portfolio.
• Best practices, benchmarks: Taking best practices and benchmarks into account to optimise performance.
• Third-party services: Coordinating external ICT service providers.
• ICT governance: Ensuring ICT governance so that ICT processes are in line with company objectives.

Project management

• Team behaviour: Promoting constructive behaviour within the project team.
• Project initiation, project management: Managing ICT projects from initiation to completion.
• Project planning: Planning and controlling the progress and resources of ICT projects.
• Project execution: Supporting ICT projects with appropriate methods and tools.
• Project management support: Creating and monitoring project plans.
• Project problems: Identifying and solving project problems.
• Project management concepts, methods and tools: Applying recognised concepts, methods and tools for project management.

Risk management

• Project risks: Identification and assessment of risks within ICT projects.
• System operation risks: Protection of ongoing system operation against disruptions and risks.
• Risks of organisational units: Minimisation of risks within organisational units.
• Contingency scenarios: Development of contingency scenarios to ensure business continuity.
• ICT compliance: Ensuring compliance with legal regulations.

Quality management

• System tests, system checks: Systematic checks and tests of ICT systems.
• Configuration management: Checking configurations for compliance with standards.
• Quality assurance, quality assurance systems: Quality assurance of ICT products and processes using quality assurance systems.
• Release, upgrade: Planning and controlling releases and upgrades.
• Quality control, process quality, product quality: Use of suitable measurement and testing procedures for quality control of processes and ICT products.
• Effectiveness of quality management: Evaluation of ICT quality management in terms of costs and effectiveness.
• Customer satisfaction: Increasing customer satisfaction with regard to ICT use through targeted measures.

Service design

• Service design principles and methods: Application of design principles for ICT services.
• Service design processes: Process optimisation in ICT service design.
• Technology-related service design methods: Application of technology-related methods for the development of ICT services.
• Service design organisation: Organisation of roles and responsibilities in ICT service design.
• Service design implementation: Planning and supporting the introduction of ICT services.

Architectures

• Platform strategy: Development of strategies for company-wide ICT platforms and their use.
• Service strategy: Planning of ICT service structures in line with the corporate strategy.
• Enterprise architecture: Designing enterprise architectures in line with corporate strategy.
• ICT architecture: Designing ICT system architectures, network architectures, software architectures, data architectures, ICT security architectures, etc.

Methodological competency

• Project management: Application of methods for managing and optimally implementing projects.
• Software development: Development of software in accordance with recognised methods.
• Process description, process improvement: Application of recognised methods for describing, presenting, measuring and improving processes.
• Frameworks: Application of recognised frameworks, for example in architecture design.
• Testing: Application of common procedures and methods for testing ICT systems and applications.
• ICT security: Ensuring ICT security through appropriate procedures and methods.
• Risk and quality management: Application of standardised methods for risk management and quality management.

Ergonomics and usability

• Ergonomics Human-machine interface: Optimisation of interfaces between humans and machines.
• Interaction design, accessibility: Development of accessible interaction designs.
• User requirements: Consideration of user requirements (use cases, user stories) in ICT system development.
• Context analysis, online analysis, surveys: Application of analysis methods to evaluate user-friendliness.
• Information visualisation, content structure: Visualisation and structuring of information and content.
• Design principles: Application of common standards for design and layout.
• Mock-up, prototyping: Application of mock-ups and prototypes for evaluation.
• Usability coaching: Promotion of user-friendliness in ICT products and ICT services.
• Web analytics: Analysis of user behaviour for the purpose of improving user experience and performance.
• User manuals, e-learning content: Development of user manuals and training content.

ICT business administration

• Quotations: Preparation and evaluation of quotations.
• Licences, contracts: Negotiation of licence agreements.
• Investments, profitability: Planning of investments and evaluation of their profitability.
• Procurement of ICT systems and ICT services: Organisation of the purchase of ICT systems and ICT services.
• Budget, cost control: Preparation and monitoring of budgets and control of costs.
• ICT controlling: Application of ICT controlling instruments for performance measurement.
• Key account management: Management of important customer relationships.
• Product management: Planning and control of the development of ICT products.

Organization

• Structural organisation, procedural organisation: Designing the structural and procedural organisation of companies.
• Strategic and operational planning: Planning strategic and operational organisational developments.
• Organisational weaknesses: Identifying and remedying organisational weaknesses.
• Reorganisation: Reorganising processes and structures.

Information security

• Security strategy, architecture: Development of security strategies and security architectures.
• Security processes: Integration of security processes into business processes.
• Security situation: Monitoring of the general security situation and response to threats.
• Security testing procedures: Performing security tests.
• Data protection: Designing and implementing protective measures against data theft and ensuring data integrity and confidentiality.
• Identity and access management: Managing user identities and access rights.
• Information risk management: Identifying and mitigating risks in the data processing environment.
• Regulatory requirements, ICT basic protection: Requiring and verifying compliance with regulatory requirements regarding ICT basic protection.

Business and requirements engineering

• Analytical and conceptual skills: Analysis of requirements and development of appropriate concepts.
• Planning and organisational skills: Planning and organisation of requirements analyses across multiple stakeholder groups.
• Domain knowledge: Use of knowledge about specific subject areas and industries.
• Interviewing techniques, workshop moderation: moderating and conducting interviews and workshops.
• Presentation of complex issues: clear presentation of complex issues and analysis results.
• Analysis and modelling: analysis and modelling of processes, use cases and value creation.
• Dealing with stakeholders: involvement of stakeholders in development processes.

Software engineering

• Software development: Development of software applications and interfaces in accordance with defined architectural specifications and guidelines.
• Software architecture, version planning: Definition of software architectures and planning of software or product versions.
• Software production: Preparation of software for operation and transfer to production.
• Software migration: Planning and support of software migrations.
• Change management: Adapting software to changing requirements.
• Software security: Analysing security risks of comprehensive software systems and integrating protective functions.
• Feasibility: Analysing software requirements in terms of feasibility and impact on systems and guidelines.
• Code review: Performing code reviews to ensure code quality.
• Innovation: Applying new technologies and methods.

Hardware engineering

• Evaluation: Selection of suitable hardware components based on technical and economic criteria.
• Commissioning: Planning and monitoring the commissioning of new hardware solutions.
• Maintenance: Hardware maintenance and troubleshooting.
• Change management: Adapting hardware configurations to changing requirements.
• Planning: Planning future hardware requirements.

Network engineering

• Network systems and architectures: Design of network infrastructures with secure network architectures.
• Cross-platform services: Development of cross-platform network services.
• Communication services: Integration of communication services such as VoIP or messaging.
• Protection and security functions: Implementation of protective measures to ensure network security.
• Directory services: Administration and configuration of directory services such as DNS.
• Change management: Adaptation of network components and configurations to changing requirements.

Service engineering

• Service strategy: Development and documentation of ICT service strategies.
• Services: Definition of ICT services based on user requirements.
• Service levels: Definition of ICT service levels and ensuring compliance with them.
• Problem management: Identification and resolution of problems with ICT services.
• Service requests: Processing of ICT service requests.
• Change management: Adaptation of ICT services to changing requirements.

Data engineering/data management

• Data modelling: Data modelling to optimise data analysis and data usage.
• Data warehouse, content management: Development and maintenance of database, data warehouse and content management systems.
• Data management: Management of company-wide data stocks.
• Change management: Adaptation of data management processes to changing requirements.

Application operation

• Operation and monitoring: Monitoring the ongoing operation of software applications.
• Support: Providing support to users of software applications and troubleshooting operational problems.
• Database systems: Administration and optimisation of database systems.
• Performance and capacity: Ensuring the performance and scalability of applications.
• Migration: Migration of software applications.
• Configuration: Configuration of software applications.

Network operation

• Configuration and installation: Configuration and installation of network components.
• Operation and monitoring: Operating network infrastructure, monitoring network systems and identifying faults.
• Performance and capacity: Ensuring stable performance and the necessary capacity of network systems.
• Upgrades: Upgrading network systems.
• Support: Supporting users and ICT teams with network problems.

Hardware operation

• Configuration and installation: Configuration and installation of printers, multifunction devices, storage, network components and other hardware.
• Operation and monitoring: Operation and monitoring of hardware infrastructures or hardware components.
• Performance and capacity: Evaluation of hardware performance, ensuring required capacity, optimisation of resources and hardware upgrades.
• Support: Technical support for end devices and hardware infrastructure.

Service operation

• Support: User support for ICT issues and ICT service requests.
• Problem management: Analysis and resolution or escalation of ICT problems.
• Service request: Processing of ICT service requests.
• Archiving, backup, restore and repair: Ensuring data availability through backup, restore and repair processes.
• Configuration: Configuration of ICT systems.
• Performance and capacity: Monitoring of performance and capacity utilisation of running ICT services.