Job Description

Project Manager - PMO

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 project management 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 understand how 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 aspects of delivery support (tools, technology, reporting, etc)

· Initiates interaction with the customers and resolves service issues while fostering key relationships

· Maintains daily / weekly interaction with customer stakeholders to manage service delivery processes and gain a strong understanding of the customer critical systems inter-dependency.

· Manages escalations as necessary

· Produces ad hoc and recurring reports:

o Relating to time and utilization

o Performance of delivery, IT Support and monitoring teams

· Actively contributes towards self-development by creating and following development plans based on development discussions with immediate manager

· Complies with all people-related processes as mandated by company

Role Description
Reporting to the Director of Customer Success, this position is responsible for:

· Project managing client professional and managed service projects. Including the following key tasks:

o Setting up the project in MS Teams and Project Management software

o Establishing the project plan

o Ensuring entire team understands roles, scope

o Ensure internal team understands what is expected for key processes (time logging, internal chats, document storage)

o Leading client, and internal meetings (creating agenda/sharing meeting minutes)

o Managing all risks and issues and escalating as appropriate to ensure project remains healthy

o Managing financial aspects of project, include budget to actual and profit margins

o Monitoring scope

o Managing escalations (client and internal)

o Monitoring SLAs for task completion.

o Administering the Project Management tool, including setting up and monitoring key configurations on an ongoing basis

o 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.

Qualifications

This position requires a strong foundation in project management. Candidate must have excellent communication skills, including the ability to be assertive when necessary but maintaining a strong customer focus at the same time. Candidate must have a process mindset, always striving to improve or create repeatable effective delivery processes.

· 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 operating procedures 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.

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