Key Responsibilities
• Manage & lead the project team
• Manage relationships with customer, third-party vendors & all stakeholders
• Ensure that all projects are delivered on-time, within scope & within budget
• Develop detailed project plan to track progress
• Create & maintain comprehensive project documentation.
• Identify, track & communicate project progress, milestones, deliverable changes &
dependencies within the schedule, costs, issues & risks
• Record & manage project issues & risks, & escalate to management when necessary
• Manage cross-functional conflicts & issues
• Monitor project progress & performance & provide regular progress updates to all stakeholders
Secondary Role – Service Delivery Manager
• Maintain positive relationship with customer
• Ensure customer experience is exceptional & Service Level Agreements are met
• Customer’s point of contact on operational & service management to ensure quick resolution
• Identify business needs & work closely with the account team on customer retention, contract
renewal & service extension
• Maintain detailed knowledge of the services provided to customer
• Run F2F or online weekly/monthly meetings with customer
• Provide weekly/monthly service delivery performance reports to customer
• Record meeting minutes & outcome, and ensure actions are completed on time & escalate
issues to line management
• Work with technical teams to manage conflicts & ensure tasks are carried out efficiently
• Inform account manager of any change of scope for billable services.
Skills, Qualifications & Experience
• 5+ years’ project management experience in IT industry
• PMP or similar certification is an added advantage
• Demonstrated experience in customer-facing environment
• Good customer-facing & internal communication skills
• Good written & verbal communication skills
• Strong teamwork & good resource planning skills with attention to details
• A self-motivator who can work both independently & as part of a team
• Good understanding and working experience in ITIL. Certification is a plus
