SUMMARY:
The Associate Project Manager is ultimately accountable for the enhancement and delivery of our client systems, and will provide a point of escalation for all teams and services. The role is expected to be involved throughout the lifetime of the project on a day to day basis. The role will require time to meet regularly with the Senior Operations Director, Program Manager, team leads and QA Leads. She or he will participate in the response to customer requests on behalf of the delivery organization. Participation in executive reviews of root cause analysis, OR/MS Metrics and performance measurements is a must. Lastly, she or he will drive/participate and coordinate audit readiness and compliance for delivery.
RESPONSIBILITIES:
- Provide Executive leadership a single point of contact and be the advocate between Service Delivery and the Customers
- Manage project plans and delivery schedule
- Ensure positive customer satisfaction and customer relationship is maintained
- Manage delivering to performance standards and provide customer measurements
- Drive/Manage service quality and improvement of service delivery processes.
- Participate in cost/recovery management with the Delivery & Program Executives.
- Continually identify ways to reduce costs delivering the services and improve service
- Deliver on service commitments and SLAs
- As directed by the Delivery & Program Executive, drive/manage subcontractors/third party providers
- Participate in Technical proposal preparation and submit to Delivery Executive for review and approval
- Participate in business plan/strategy
- Understand customer requirements and business opportunity/requirement identification, guidance, support and closure
- Provide technical support and participate in the Change Control Board and/or change control process
- Provide account leadership/direction and technical support
REQUIREMENTS:
- Hands on, strong leadership & management skills to drive effective delivery.
- Full support of solutions that demonstrate deep understanding of requirements or business flows.
- Strong communication skills to promote and ensure adherence to the Technology strategy and plans
- Expert level troubleshooting and triaging skills
- Expert level process refinement skills
- Background working with technology areas, such as Application Development and Information Management
- Background in development and have prior coding experience.
- Expert level Service Delivery skills and must be a versatile resource.
- Should have experience with Agile or be Six Sigma Certified.
Field of Study:
MBA degree is desired.
