Project Manager COE

Overview

The Project Manager is responsible for overseeing and ensuring the successful delivery of projects within the Center of Excellence. Acting as the first level of escalation for any project-related concerns, the Project Manager plays a critical role in managing project timelines, deliverables, and communication. This role encompasses managing various project types, including Managed Services, Turnkey Implementations, and administrative support initiatives.

Key Responsibilities

Project Planning and Execution

• Develop and maintain detailed project plans, schedules, and deliverables to ensure successful project execution.
• Monitor and track project progress, ensuring adherence to timelines, budgets, and quality standards.
• Coordinate with internal and external stakeholders to ensure alignment and clarity on project objectives and requirements.

Escalation Management

• Act as the first point of escalation for project-related concerns, addressing and resolving issues in a timely and effective manner.
• Identify risks and develop mitigation strategies to minimize disruptions during project execution.

Project Coordination and Communication

• Serve as the primary point of contact for clients and internal teams, providing regular updates on project status and milestones.
• Facilitate project meetings, prepare progress reports, and maintain clear documentation of decisions and actions.
• Work closely with cross-functional teams, including Technical Architects, CX Consultants, and Pre-Sales teams, to ensure smooth project delivery.

Management of Multiple Project Types

• Oversee and deliver projects across diverse domains, including:
• Managed Services: Ensure ongoing operational support and service delivery.
• Turnkey Implementation: Manage the end-to-end implementation of comprehensive solutions.
• Administrative Support: Handle operational tasks and support initiatives as required.

Performance Monitoring and Reporting

• Track and report on key project metrics, including performance, milestones, and financials.
• Ensure that billing milestones are met and aligned with project deliverables.
• Conduct post-project evaluations to identify areas for improvement and implement lessons learned.

Qualifications

• Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field.
• Proven experience (3–5 years) in project management, preferably within the technology or CX domain.
• Strong understanding of project management methodologies and tools (e.g., Agile, Scrum, Waterfall).
• Excellent problem-solving and organizational skills, with the ability to manage multiple projects simultaneously.
• Exceptional communication skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.
• Proficiency in project management tools such as Microsoft Project, Jira, or similar platforms.
• PMP, PRINCE2, or equivalent certification is a plus.

Key Competencies & Skills

• Leadership: Ability to guide teams toward achieving project goals.
• Problem Solving: Strong analytical skills to identify and resolve issues efficiently.
• Adaptability: Capacity to handle diverse project types and adapt to evolving requirements.
• Collaboration: Strong interpersonal skills for managing client and team relationships effectively.
• Attention to Detail: Focus on ensuring quality and accuracy in all aspects of project management.