Project Manager - Service Delivery Optimization at TEKsystems

- Lead projects to improve service delivery processes, with a focus on implementing AI-driven solutions and automation.

- Develop and maintain project plans, timelines, and budgets for service delivery optimization initiatives.

- Collaborate with BPO partners and internal teams to implement best practices and continuous improvement strategies.

- Manage the development and implementation of new playbooks and Standard Operating Procedures (SOPs) to enhance operational efficiencies.

- Work closely with data analytics teams to identify opportunities for process optimization and reduced touchpoints.

- Oversee the integration of AI tools and technologies into existing service delivery workflows.

- Design and implement performance metrics and reporting systems, leveraging CRM platforms (preferably HubSpot) and AI analytics tools.

- Manage projects related to customer satisfaction surveys and improvement initiatives.

- Prepare and present project status reports and key metrics to leadership.

- Coordinate cross-functional teams to resolve service delivery challenges and implement innovative solutions.

Skills:

Agile, MSP, SQL, Pmp

Additional Skills & Qualifications:

- Bachelor's degree in Business Administration, Project Management, or related field.

- 5+ years of experience in project management, preferably in service delivery or BPO environments.

- Proven track record of successfully implementing process improvement initiatives.

- Experience with AI tools and technologies, particularly in customer service applications.

- Strong understanding of customer service processes, metrics, and best practices.

- Proficiency in project management software and CRM systems (HubSpot experience preferred).

- Familiarity with agile methodologies and continuous improvement practices.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.