Project Manager - It Operations (Deskside & Incident Management)

Summary

Weseeka highly motivatedIT OperationsSeniorProject Manager to join our team.As a key member of ourEnterprise Solutionsteam, theSeniorProject ManagerofIT Operationsis responsible for planning,leading,and directing the implementation and successful delivery ofIT Operationsinitiatives. Thisroleincludes leading one or more projects within the constraints of scope, time, cost, and quality to meet specified requirements and in line with the Client's priorities and goals. This role will work collaboratively withthe organization's varying levels of technology and business partners, both internal and external.

Thisone-year contract-based role reportsdirectly to theDirectorofEnterprise Solutions.

TheSenior Project Manager,IT Operations,isalso responsible forunderstandingthetechnologyneeds ofallstakeholders.This individualmusthave the skills to lead, influence, and follow best practiceIT Operationsprocessessuch as ITMS/ITILand be familiarwith moderncloud-basedInformation Technology capabilities (MS Azure is preferred).Experience incloud infrastructure, end-user technology office collaboration, and productivity toolsis amust. The overarching organizational responsibility is todeliver value-added businessand technology foundationalsolutionsand process improvementswhileensuringadherence to the Client's policies,processes and procedures and overall supportability of all applications once projects are live. The successful candidate has a passion for Customer/Client success, satisfaction and puts them first. They are also a natural problem solver.

Duties and Responsibilities

LeadkeyIT Operations projectsrelated to:

• Technology-driven liveevents
• Systems Change ManagementandCAB
• ITCommunications (company wide)
• Currency of equipment (on premises, laptops, tablets, mobile phones, office setup)
• Supporting infrastructure and network requirements from the Cloud Services and Deskside teams through Azure and M365 management
• Deskside support
• Incident Management - from monitoring to resolution
• IT Service Management Support andAutomation,includingITIL practices

• Foster an environment that promotes innovation—coach and mentorprojectteam members.
• Proactivelyidentify,articulate,and communicate risks and issues, and systematicallyupdatethe plan to mitigate risks where necessary,escalating risks and issueson time.
• Understandinternalclients'processesand their integration with technology,goals, needs and prioritiesandact as a primaryliaison between business, vendorsand ITteams.Anticipate client needsand translate them into IT initiativesthat bring high impact andlong-termvalue and materialize in advantages or mitigating risks.
• Coveralldelivery aspectsof IT Operations projects, including defining scope, controllingthebudget, creating a detailed project plan, establishingmilestones,and managing to plan.
• Managechanges to project scope through accepted change management practices.
• Champion existing products and solutions while staying currentwiththe technologymarketplace. Provideprojectconsulting support and leadership to the implementation team.
• Identifyandmanageinter-dependencies and linkages between different projects.
• Monitorproject financials by tracking incurred, forecasted and accrued costs.
• Prioritize Customer success and Client Service while maintaining the right level of governance
• Ensurecompliancewith the Client's policies, project management methodology and standards byconsistently applying project management processes,discipline,and controlsto projects, includingcreatingnecessary governance structures.
• Effectivelycommunicateproject expectations to team members and stakeholderspromptly and clearly.
• Developstrong relationships with internal clients to allow for effective negotiation.
• Articulatethebusiness value and gather accurate estimates to create business cases.
• Lead majorIT Operationsinitiatives involving multidisciplinary teams. Suggest and agree withtheclientson metrics to be used to measure success. Manageinitiativeresourcesaligned with set priorities to deliver maximum value. Manage the impacts of interdependencies with otherinitiatives, take advantage of related opportunities and suggest mitigation measures as needed. Oversee the deployment of completed solutions in alignment with ITArchitecture strategies.
• Leadprojects through the entire Project Management Lifecycle,working closely with Business and IT Leads.
• Interact with the vendors to understand software limitations and service constraints. Collaborate with vendors duringaproject.Manage vendor resources engagedin improvements inIT Operationswithin the parameters defined by management.
• Provideformal and informal coaching to team members on projects.
• Ensureeffective communication mechanisms (including documentation where necessary) are in place andmanageall communication totheteam, keypartners,and 3rd party vendors through theproject's lifecycle.
• Ensureproject artifacts are created and updated, as required, to support project documentation, reporting and auditability (including project charter, meeting agendas/minutes, RAID logs, status dashboards, financial information, etc.).
• Participateinthedevelopment and execution of overall company strategy asanIT team member.
• Supporting requirements from the Cyber-security team
• Assure continuity and transparency of the support functionafter the project. Stay familiar with multiple approaches to problem-solving. Manage issues to completion.
• Develop and convey a clearprojectvision that aligns with objectives and communicates it to theteam.Clearly articulate the value of new features and unite stakeholders behind a sharedproject vision.
• Manage and facilitateprojecttesting strategies andlead execution of thetest plans.Assure adequate Change Management processes are in place to deployhigh-qualitysolutions.

Qualifications and Skills

•University degree, college diploma or demonstrable experience in the field of Information Technology

•Minimum 5-7 years of direct work experience in a project management capacity, including all aspects of process development and execution; PMP/Scrum Master certification is an asset.

•Multiple operating systems experience. Must be able to learn, understand, and apply new technologies

•Demonstrated experience in personnel management; ability to defuse tension among project team, should it arise

•Experienceworkingindependentlyand in a team-oriented, collaborative environment is essential.

•Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

•Reacts to project adjustments and alterations promptly andefficiently,flexible during times of change

•Ability to readthecommunication styles of team members and contractors who come from a broad spectrum of disciplines

•Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments

•Ability to bringtheproject to successful completion through political sensitivity

•Strong written, oral communication skills, negotiation and interpersonal skills with the ability to be persuasive, encouraging, and motivating

•Adept at conducting research into project-related issues and products; sound decision-making skills

•Driven to provide customer-centric service and solutions

•The ability to effectively prioritize and execute tasks in a high-pressure environment is crucial