The Senior Project Manager will have responsibility for the planning and execution of multiple concurrent projects related to all business change projects including new products, services, processes, technology and applications for Utility Services clients.
This position is responsible for delivering large-scale, complex programs that often marry processes with technology to help the operation achieve high performance and helping clients define the overall business direction and programs required to support new and developing business trends.
This position will lead other teams in the execution of multiple project objectives, including deliverables, performance to budget, and adherence to schedule.
The role needs a positive "can do" attitude with a passion to deliver, self-motivation and a proactive approach. Individuals need to take responsibility, be organized and demonstrate a professional approach to their work.
Oversee operational programs and day-to-day leadership of multiple, diverse projects relating to business changes, new services, products and technology etc
Managing complex contractual terms often involving benefit sharing
Develop and implement strategies that will maximize project and program synergies
Coordinate and direct expansion initiatives including hiring, training, and deployment of new products, services, technology etc; ensure the Operation is ready to receive planned business change.
Lead Portfolio Planning Meetings and ensure projects are represented on the Portfolio Plan
Build, manage and motivate the Program team (consisting of Project Management, Business Analysis and Operational SMEs)
Lead, motivate, manage and develop peers and nominated team members including seconded personnel
Instill a sense of accountability among team members with tight oversight of individual and organization performance standards
Develop and implement a system to evaluate the skill, experience and professional development needs of all staff
Ensure Resources are assigned to upcoming projects and programs
Ensure Start Date reflects ability to manage and deliver projects
Program and project Status Reporting
o Documents provided to appropriate parties
o Signed Documents are stored in Project Folder
o Project Artifacts are stored in Project Folder and appropriate SharePoint site
Support clients to define the overall business direction and programs required to support new and developing business trends; support over-arching change management process
o Partner with client to understand, develop and document effective business requirements
o Develop and document change proposals
o Develop operational requirements and business processes for new products and services and cost reduction initiatives
o Develop business cases for new operational products and services
o Undertake business impact analysis for new products and services
o Identify training and process revision
o Develop UAT case scenarios
o Facilitate UAT process
Manage the coordination for Project estimates
o Create Project Plan
o Baseline Plans
o Maintain Project Plans at appropriate level of detail
o Ensure that all tasks are appropriately scheduled (dependency, dates, resources, effort, etc.)
o Ensure Critical Path is understood and managed
o Ensure Milestones are defined and met
Identify, document, manage, and escalate:
Manage assigned resources for project
o Remove Roadblocks
o Reassignment (as necessary)
Establish and Maintain relationship with Functional Organizations
Understand, Manage, Coordinate activities with all internal and external parties e.g.
o Desktop Support
o Other VertexOne Functional Organizations
o Client representatives
o 3rd Parties
Participate in cross functional and client meetings and work sessions related to new products and services, process improvement, operational issues, change management and other related subjects.
Client Status Meetings Activities
o Prepare Status
o Report on Tasks
o Report on upcoming Meetings
o Report on Actions/Issues/Risks
o Report on Budget time/Dollars (Burn)
Schedule appropriate meetings related to program
Manage and Maintain Time Management
o Ensure Project Resources are assigned to appropriate tasks
o Approval of Time / Review of remaining hours
o Reject and re-allocation of inappropriate time
Take a proactive approach to developing opportunities to ensure that the business is making best use of the departments skills and competencies
o Identify and champion improvements to business processes and workflow using business cases with options and recommendations
o Envision new and innovative approaches and predicting probable business outcomes
o Represent the business as an expert with the skills to identify key issues on existing programmes
o Document current state processes, identify process improvement opportunities and document desired state
o Project Management of process improvement initiatives to implementation
o Tracking of forecast benefits post implementation
Thorough understanding of project management; PMP certification preferred
5 + years (minimum) experience working as a Project Manager in operations and/or business environment (consulting or support of external client a plus).
3 years experience in a Management role.
Demonstrated success developing and evaluating program models, and selecting and successfully implementing innovative programs
Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance
Highly organized and able to wear multiple hats in an ambiguous, fast-moving environment; a driving force who manages toward clarity and solutions.
Self-starter, able to work independently on own initiative and as part of a team
A successful track record in setting priorities, shaping processes, guiding investment in people and technology, and developing an infrastructure that creates a stronger and more efficient operation.
Ability to prepare written business documentation that is coherent, grammatically correct, effective, professional and engaging
Ability to build confidence within extended team and client based on effectiveness of other primary skills
Ability to learn quickly and provide value when placed in unfamiliar settings
Ability to manage internal and external expectations including client
Ability to meet deadlines on aggressive schedules
Ability to multi-task
Ability to give and take direction
Ability to work in a fast-paced team environment
Analyzing complex business processes
Basic understanding of call center technology to support troubleshooting and communications with technical staff
Basic understanding of programming concepts to support communication with development staff
Excellent communicator of ideas both orally and through documents and other visual aids
Excellent interpersonal skills
Flexible approach to work and work hours
Methodical approach to planning and working
MS Office Suite Proficiency (including Microsoft Project and Visio)
Ability to travel up to 80%
Telecommuting is allowed.
At VertexOne, helping utilities provide the best customer service experience is what we do. It’s been in the DNA of the company, but also in all our people, too, since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.