At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
As we expand across the EMEA region we are building a strong, Employee Experience-focused culture around proven leadership and a passionate team, hungry to partner with existing and new TTEC clients to deliver transformational CX solutions. As the recipient of the Microsoft Eagle Award for 2 years running, we are recognised experts in providing Microsoft Dynamics cloud-based software products.
The Role
The Project Manager is the customer focal point and responsible for management of system and solution implementations, including, but not limited to the following: project planning, project management, relationship building and the successful project delivery of the customer approved statement of work on time, in scope and in budget.
A successful Project Manager must be able to manage several concurrent projects, including large and complex projects, possibly with differing technical solutions and multiple workstreams, must be a self-starter and work with minimal direction. The Project Manager must be able to work effectively with assigned project resources, resource managers, account executives, customer account managers, pre-sales engineers, and support, as well as internal finance and administrative teams
What you'll be doing:
Effectively and successfully manage multiple large and medium sized projects with services component of varying sizes.
Effectively and appropriately communicate with project stakeholders and TTEC organisation.
Manage the revenue, budget and margin for the programs
Demonstrate professionalism and leadership in representing TTEC.
Establish and nurture productive and satisfactory relationships with customers, providing customer-focused and responsive support to their business needs
Act as the primary point of contact for the client for all project-related activities
Create and manage a formal project plan, including Project Timeline; Communication Plan; Work Plan / Task List; Training Plan; Test Plan; Resource Allocation Schedule; Project Change Management Plan and Risk Management Plan
Manage the execution of all components of approved project plan, including coordination and management of all project deliverables and timeline; regular communication of project progress, including scope, schedule and cost; budget control and project cost reporting; test and training plans; documentation and approval of any changes to scope; timeline or cost via the project change management process; documentation and approval of completion of key project milestones and project acceptance; ongoing risk assessment and vendor coordination
Maintain internal system and process updates, including but not limited to:
Project status updates to current project tracking systems.
Update appropriate TTEC project collaboration tools regularly with project assets and documentation, both for project team collaboration and long-term asset management
Update project resource booking plans on a weekly basis, or as changes are known, and update new project scheduling and booking plans with urgency.
Finance updates for end of month billing & project percent completion for revenue recognition, including collection assistance were needed
Accurate and timely submission of project time worked weekly.
Accurate and timely submission of expense reports
Weekly and timely approval of project timesheets and expense reports.
Maintain assigned target utilisation goal individually and drive to achieve other assigned team continuous improvement KPI goals.
Escalate project issues through the recommended escalation path.
Be an active participant in organisational meetings, including but not limited to department meetings, business unit operational meetings, lessons learned sessions, etc.
Train and mentor team members on the department processes and procedures and the Project Implementation Methodology.
Fulfil the role using the following core values: Be Proactive, Excellent and Proactive Communication, Maintain High Attention to Detail, Detailed and Timely Planning & Organisation, Detailed and Timely Task Management, Proactive Follow-up and Follow-through.
Experience in running Dynamics 365 programs will be an advantage
Skills you will bring:
Demonstrated ability to work with demanding clients in an ever-changing, fast-paced environment. We are customer-obsessed, and we deliver amazing results.
Thorough knowledge of agile methodologies such as Scrum
Ability to think on your feet and handle tough conversations for the good of your team and the success of the project
The ideal candidate seeks to understand before prescribing a solution.
Interested in technology, especially in the services offered by Microsoft Business Applications, and helping improve the customer service of your clients,
Excellent meeting presence (aka, you don’t get flustered easily)
Takes ownership of their projects, despite tough clients, difficult timelines, and tight budgets. Always ready for a challenge
Great to have but not required:
Certified Scrum Master, SAFe certification
Experience managing complex technology projects in/for large organisations
Strong presentation and communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
Ability to work independently and as part of a team, with a strong work ethic and a willingness to go above and beyond to meet customer needs.
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