Job description:
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.
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
- Flexible work.
- Healthcare including dental, vision, mental health, and well-being programs.
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan.
- Paid time off and paid holidays.
- Paid parental leave.
- Family building benefits like adoption assistance, surrogacy, and cryopreservation.
- Social well-being benefits like subsidized back-up child/elder care and tutoring.
- Mentoring, coaching and learning programs.
- Employee Resource Groups.
- Disaster Relief.
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
