Project Manager (CCM)

Category: Project Management

Main location: Canada, Ontario, Ottawa

Position ID:J0326-2160

Employment Type: Full Time

Position Description:

Security clearance: Reliability Clearance granted preferably or eligible (5+ years residing in Canada)

The Project Manager will lead and coordinate a multi-product team initiative supporting the business-side transformation activities of a large-scale Contact Center Modernization program. This role focuses on optimizing workload management, driving business process changes, supporting readiness activities, and ensuring alignment across multiple functional teams.

The PM will oversee several concurrent workstreams-including Reporting & Analytics, Change Management, Agile Enablement, Workforce Management, and Operational Readiness-ensuring each deliver on scope, schedule, and expected business outcomes.

Your future duties and responsibilities:

Program and Initiative Coordination
- Plan, coordinate, and sequence multi-stream activities in support of operational-model assessment and transformation initiatives.
- Define and manage scope, schedules, dependencies, risks, and key milestones in collaboration with business and IT leads.
- Ensure activities are aligned with organizational priorities, governance structures, and operating constraints.
- Coordinate across multiple product and functional teams to maintain alignment and minimize delivery risk.

Stakeholder Enablement and Engagement
- Coordinate interviews, workshops, and working sessions with business and IT stakeholders.
- Ensure appropriate stakeholders are engaged at the right time to support decision-making and progress.
- Facilitate discussions as needed while reinforcing internal ownership of outcomes and decisions.
- Promote collaboration and shared understanding across diverse stakeholder groups.

Execution Oversight and Delivery Support
- Track progress across assessment, gap analysis, process improvement, and readiness activities.
- Monitor execution across Reporting & Analytics, Change Management, Agile Enablement, Workforce Management, and Operational Readiness workstreams.
- Identify risks, issues, and interdependencies and escalate appropriately to leadership.
- Apply project management best practices and light governance to support effective, timely delivery.

Quality, Consistency, and Governance
- Support the internal team in ensuring deliverables (e.g., process documentation, training materials, readiness artifacts, summaries) are complete, consistent, and fit for purpose.
- Review outputs for clarity, coherence, and alignment with agreed objectives and outcomes.
- Help maintain standards across workstreams to ensure a unified and integrated operational model.

Reporting, Communication, and Knowledge Transfer
- Prepare and contribute to status reports, dashboards, and executive updates for leadership and governance forums.
- Support the consolidation of work completed, key decisions, lessons learned, and recommended next steps.
- Promote knowledge transfer, sustainability, and handover readiness within internal teams.

Required qualifications to be successful in this role:

- Bachelor's degree in Business Administration, Project Management, Information Systems, or a related field (or equivalent experience).
- 8+ years of experience in project management, including delivery of complex, multi-stream business or technology transformation initiatives.
- Demonstrated experience managing cross-functional teams spanning business, IT, and operations.
- Experience supporting large-scale Contact Center Modernization or operational transformation initiatives is a strong asset.

Skills and Competencies
- Strong project and program management skills, including planning, scheduling, risk management, and dependency management.
- Proven ability to manage multiple concurrent workstreams and stakeholder groups.
Experience supporting change management, operational readiness, or workforce-related initiatives.
- Strong facilitation, communication, and stakeholder-engagement skills.
- Ability to apply structure, best practices, and governance in complex environments without undermining internal ownership.
- Strong analytical, organizational, and documentation skills.

Additional Requirements
- Experience working in regulated or public-sector environments is considered an asset.
- Familiarity with Agile, hybrid, or iterative delivery models is an advantage.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $90,000-$140,000. This role is an existing vacancy.

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Skills:

• English
• Governance
• Project Management
• SAFe
• Team Collaboration
• Transformational leadership
• French
• PMI Project Management Prof