Primary Job Function:
The Global Service Program Manager in Digital Technology Services will develop, execute and manage IT projects within the Customer Service and Field Service domain.
Expedite, manage and coordinated a multitude of interrelated IT Service project activities within the constraints of human and financial resources and changing priorities to ensure the successful completion of projects.
Core Job Responsibilities:
Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Initiate and Plan IT Projects: Works with business and IT management to establish and gain consensus on project goals, objectives and deliverables.
Project Control: Assess the degree to which changes to scope; issues and risks will affect projects working with department, divisional management and sponsor to gain agreement for resolution. Measure performance to assure the project is progressing as compared to original plan and budget
Executing and Closing Projects: Develops and executes a work plan obtaining authorized resources to ensure all activities are performed. Gather lessons learned and obtain final project approval from sponsor and stakeholders.
Project Communication: Communicate project progress by producing project reports to provide timely and accurate project status and decision support information to Project Team, Department and Division management.
Resource and Team Management: Coordinate resources to ensure project needs are addressed and effectively assign tasks and deliverables to team members based upon their abilities. Supervises and motivates cross-functional project team of business analysts, developers, and validation analysts.
Quality Management: Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Position Accountability / Scope:
Complexity of the project: Manages Projects at the department or division level.
Decisions: Makes decisions that impact projects or Departments. Influences or has final decision authority for project level, budget and activities.
Direct Budgetary Responsibility and Cost of Engaged Resources (Does not imply signature responsibility): 0-$2MM
Business Impact and Risk: $0- $5MM in business financial impact. Important to business run. Division affected.
Bachelordegree in Business, Computer Science or related discipline: At least 6 yrs. experience in project management, business systems analysis, software development or deployment, with a minimum of 3 years’ experience managing projects.
Minimum Experience / Training Required:
At least 6 yrs. experience in project management, business systems analysis, software development or deployment, with a minimum of 3 years’ experience managing projects. Experience in Waterfall and Agile methodologies. Experience with Validated Systems. Project Management Professional certification preferred. Salesfore.com Service Cloud experiencepreferred. Total Combined Experience: 7-10 years.