Contract: Project Delivery Manager / USA

Description

The Project Delivery Manager will manage the delivery of projects through the complete life cycle from aspiration (in some instances a change request form) through to Operations. This will include ensuring that the project is delivered on time, meets business & technical requirements and is within the agreed budget. Typically, there is a higher degree of complexity and could be part of a workstream in a program of work in the local center.

Duties

• Direct and manage project development from beginning to end
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
• Develop full-scale project plans and schedule project timelines and milestones using appropriate tools
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion
• Review the work plans created across his or her area of responsibility. Validate schedule, dependencies, and resource utilization across work plans
• Set and continually manage project expectations with team members and other stakeholders
• Own management of stakeholder expectation alignment gaps and/or gaps in meeting client expectations
• Review the stakeholder expectations and management approach with the Programme Director, where applicable
• Monitor and control the quality management process, manage expectations, conduct milestone reviews, manage process performance, conduct continuous improvement and causal analysis activities
• Develop and deliver progress reports, proposals, requirements documentation, and presentations
• As guided, setup governance with the right members to ensure strong governance and escalation points
• Determine the frequency and content of status reports from the project team; analyze results, and troubleshoot problem areas
• Identify and resolve issues and conflicts within the project team - oversee the implementation of corrective actions and review current mitigation and resolution activities
• Identify and manage project dependencies and critical path
• Make sure that cross-project and cross-team demands on stakeholder reviewers are balanced and reasonable
• Set clear expectations to ensure that all team members are aligned
• Build, develop, and grow any business relationships vital to the success of the project
• Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements
• Provide support to Regional Service Transformation Director in managing new service addition and change requests - program-manage all service transition projects in the department
• Manage virtual teams across multiple geographies to deliver the transition (HR, IT&S, etc.) within project delivery timelines and on budget
• Maintain and refine the standard service transition methodology that is aligned with the other department regions. Ensure that the methodology is adhered to for service transition projects where applicable
• Manage the PMO support of all aspects of each transition, including 'Control of Transitions' costs for each project being worked

Required Qualifications

• Bachelor's Degree in a related field
• PMP trained or equivalent Project Management experience
• Lean or Six Sigma trained or equivalent experience
• Bilingual English and Spanish
• 3 to 5 years' experience of Finance, Customer Service, Procurement or BPO type transitions
• Extensive Project Management experience
• Experience managing multiple teams and capabilities to deliver complete complex project scope E2E
• Proven track record managing multiple stakeholders effectively
• Experience managing virtual teams across multiple geographies
• Broad operational experience with a background in customer-facing roles
• Experience of working in fast-paced, high-demand, delivery oriented environments
• Demonstrable experience with project management tools and applications (e.g. Microsoft Project, PowerPoint, Excel etc.)
• High degree of personal impact
• Excellent communication and influencing skills at all levels of the organization
• Strong commercial acumen and understanding of customer impacts
• Proven track record of delivery of programs or work
• Continuous Improvement
• Deep understanding of Process Engineering
• End to end Business Project Delivery
• Experience managing different projects at the same time in a challenging environment
• Experience working in a global/virtual environment with direct management not being on the ground
• Vendor management experience (vendors, third parties, and sub-contractors)
• Experience managing delivery of business cases by monitoring costs and value delivered and intervening with corrective action when necessary to achieve commercial outcomes