IT Project Manager - CRM Force

Title: IT Project Manager

Job Type: Full-time salary.
US Status: GC/USC. No sponsorship.
Location: 100% remote. Must be in EST timezone. No other timezones will be considered.
Technology: Preference will be given to PMs who specialize in ERP (Oracle, etc) or CRM (Adobe/Salesforce, etc) technologies.

Key Responsibilities:
This position provides oversight for the delivery of professional and managed services projects with responsibility for the quality, timeliness, resource mix, and project management rigor, including the following:

• Leads internal and client project status meeting and manages all aspects of project management for IT projects
• Skilled in multiple project management methodologies including Agile and Waterfall
• Works effectively with virtual and remote teams, promoting teamwork & collaboration, and project managing various size initiatives
• Ensures effective leadership of day-to-day service activities and risks and understand how and when to escalate.
• Follows company project management methodology, while at the same time subjectively assessing the best project management tools to use on a project-by-project basis
• Ensures on-time, on-budget project delivery for the customer business
• Continually improves reliability of delivery by understanding and improving all aspects of delivery support (tools, technology, reporting, etc)
• Initiates interaction with the customers and resolves service issues while fostering key relationships
• Maintains daily / weekly interaction with customer stakeholders to manage service delivery processes and gain a strong understanding of the customer critical systems inter-dependency.
• Manages escalations as necessary
• Produces ad hoc and recurring reports: relating to time and utilization; and performance of delivery, IT Support and monitoring teams
• Actively contributes towards self-development by creating and following development plans based on development discussions with immediate manager
• Complies with all people-related processes as mandated by company

Role Description

Reporting to the Director of Customer Success, this position is responsible for:

• Project managing client professional and managed service projects. Including the following key tasks:
  • Setting up the project in MS Teams and Project Management software
  • Establishing the project plan
  • Ensuring entire team understands roles, scope
  • Ensure internal team understands what is expected for key processes (time logging, internal chats, document storage)
  • Leading client, and internal meetings (creating agenda/sharing meeting minutes)
  • Managing all risks and issues and escalating as appropriate to ensure project remains healthy
  • Managing financial aspects of project, include budget to actual and profit margins
  • Monitoring scope
  • Managing escalations (client and internal)
  • Monitoring SLAs for task completion.
  • Administering the Project Management tool, including setting up and monitoring key configurations on an ongoing basis
  • Updating key metrics for dashboard reporting

• Assist in defining and improving the project management process and templates used.
• Meeting with clients to understand their satisfaction level and to resolve issues.

Qualifications
This position requires a strong foundation in project management. Candidate must have excellent communication skills, including the ability to be assertive when necessary but maintaining a strong customer focus at the same time. Candidate must have a process mindset, always striving to improve or create repeatable effective delivery processes.

Typical Experience/Skills:

• Strong project management foundation and experience with multiple PM methodologies, including waterfall, Agile,etc. Waterfall is requirement as virtually all projects are done Waterfall with some aspects of Agile (daily standup)
• Demonstrated work history in customer-facing technology coordination role
• Strong interpersonal skills and managing internal and external stakeholders
• Experience working with multi-disciplinary teams
• Detail oriented and process focused mind set
• Strong business acumen with ability to establish and manage standard operating procedures for service delivery
• 5+ years of experience in an IT project management related capacity
• Mid to expert level user of Excel and other Microsoft tools
• Able to assertively manage project team members (company and client) to ensure dates are met, scope is controlled and risks are actively mitigated.