Key Responsibilities:This position provides oversight for the delivery of professional and managed services projects with responsibility for the quality, timeliness, resource mix, and project management rigor, including the following:
- Leads internal and client project status meeting and manages all aspects of projectmanagement for IT projects
- Skilled in multiple project management methodologies including Agile and Waterfall
- Works effectively with virtual and remote teams, promoting teamwork & collaboration, and project managing various size initiatives
- Ensures effective leadership of day-to-day service activities and risks and understandhow and when to escalate.
- Follows company project management methodology, while at the same time subjectively assessing the best project management tools to use on a project-by-project basis
- Ensures on-time, on-budget project delivery for the customer business
- Continually improves reliability of delivery by understanding and improving all aspectsof delivery support (tools, technology, reporting, etc.)
- Initiates interaction with the customers and resolves service issues while fostering keyrelationships
- Maintains daily / weekly interaction with customer stakeholders to manage servicedelivery processes and gain a strong understanding of the customer critical systemsinter-dependency.
- Manages escalations as necessary
- Produces ad hoc and recurring reports:
- Relating to time and utilization
- Performance of delivery, IT Support and monitoring teams
- Actively contributes towards self-development by creating and following developmentplans based on development discussions with immediate manager
- Complies with all people-related processes as mandated by company
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Role Description
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- Reporting to the Director of Customer Success, this position is responsible for:Project managing client professional and managed service projects. Including thefollowing key tasks:
- Setting up the project in MS Teams and Project Management software
- Establishing the project plan
- Ensuring entire team understands roles, scope
- Ensure internal team understands what is expected for key processes (timelogging, internal chats, document storage)
- Leading client, and internal meetings (creating agenda/sharing meeting minutes)
- Managing all risks and issues and escalating as appropriate to ensure project remains healthy
- Managing financial aspects of project, include budget to actual and profit margins
- Monitoring scope
- Managing escalations (client and internal)
- Monitoring SLAs for task completion.
- Administering the Project Management tool, including setting up and monitoring key configurations on an ongoing basis
- Updating key metrics for dashboard reporting
- Assist in defining and improving the project management process and templates used.
- Meeting with clients to understand their satisfaction level and to resolve issues.
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Qualifications
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This position requires a strong foundation in project management. Candidate must haveexcellent communication skills, including the ability to be assertive when necessary butmaintaining a strong customer focus at the same time. Candidate must have a processmindset, always striving to improve or create repeatable effective delivery processes.
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Experience/Skills:
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- Strong project management foundation and experience with multiple PM methodologies, including waterfall, Agile,etc. Waterfall is requirement as virtually all projects are done Waterfall with some aspects of Agile (daily standup)
- Demonstrated work history in customer-facing technology coordination role
- Strong interpersonal skills and managing internal and external stakeholders
- Experience working with multi-disciplinary teams
- Detail oriented and process focused mind set
- Strong business acumen with ability to establish and manage standard operatingprocedures for service delivery
- 5+ years of experience in an IT project management related capacity
- Mid to expert level user of Excel and other Microsoft tools
- Able to assertively manage project team members (company and client) to ensure dates are met, scope is controlled and risks are actively mitigated.