The Project Manager is responsible for the overall planning and management of Service Desk related project tasks and resources. The candidate must have a high-level understanding of IT technical concepts, functional knowledge with ITIL processes and experience in managing technical projects using various system development life cycle methodologies (i.e., based on the size, complexity and timeline of the project). Collaboration with IT Support Groups, Management Teams, and other work streams leads is expected to define project scope and deliverables, project interdependencies, construction of coordinated plans, and the overall management of the transition and/or project.
Key Responsibilities:
• Provide project leadership to include ability to discuss and nurture the case for change to a business audience.
• Team Management, providing leadership and daily management of team, team motivation.
• Driving operational improvements and efficiencies through the creation and implementation of meticulous process and controls.
• Drive SLA performance, Quality Control, and defined call metrics to the highest level (Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.).
• Develop comprehensive project plans, defining scope, objectives, and results.
• Build timelines, budgets, and prioritization strategies.
• Proven track record to transfer knowledge and stay aware of current trends and technical advancements.
• Establish and maintain clear communication with clients, team members, and senior leadership. Provide regular project status updates and handle expectations effectively.
• Identify potential risks and develop strategies to mitigate them. Supervise and address issues as they arise to keep the project on track.
• Set and maintain quality standards for project results. Conduct regular quality checks to ensure compliance with best practices and industry standards.
• Allocate and lead project resources, including personnel, equipment, and budgets. Optimize resource allocation to achieve project goals.
• Quickly identify and address project-related issues and obstacles. Use critical thinking and problem-solving skills to find effective solutions.
• Adapt to changing project requirements and scope. Implement changes effectively while minimizing disruptions to the project's progress.
• Ensure a smooth project closure process, including client acceptance, documentation, and knowledge transfer. Conduct post-project evaluations to identify lessons learned.
• Align project goals and outcomes with the organization's strategic objectives. Ensure that project work contributes to the overall success of the business.
Required Skills:
• Bachelor's degree or equivalent experience in a relevant field; MBA or PMP certification preferred.
• ITIL Foundations (desired).
• Proven experience in project management, preferably in a senior role.
• Proven track record of successfully handling sophisticated projects.
• Strong leadership skills and ability to effectively manage and empower team members.
• Excellent communication, problem-solving, and decision-making skills.
• Knowledge of industry best practices and the ability to adapt them to specific project needs.
• Ability to manage multiple projects concurrently.
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