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Job Summary
Technical Project Manager (TPM)
ENVIRONMENT:
Technical Service Delivery Manager / NOC Application Manager Technical Project Manager (TPM) who will be leading and managing platform implementation and enhancement projects, ensuring timely delivery, quality, and alignment with business objectives. This role requires a deep understanding of the platform, strong project management skills, and the ability to manage both technical and business stakeholders. The ideal candidate will possess hands-on technical knowledge of Platform and experience managing complex ITSM and ITOM projects from start to finish.
DUTIES:
Project Planning & Execution:
- Develop and manage detailed project plans for platform implementations, upgrades, and integrations, covering all phases from requirements gathering to deployment and support.
- Lead cross-functional teams, including developers, administrators, and business analysts, ensuring successful project delivery on time, within scope, and budget.
- Drive regular status meetings, keeping all stakeholders updated on project progress, risks, and issues.
Stakeholder & Client Management:
- Act as the primary point of contact for internal and external stakeholders regarding project scope, timelines, and deliverables.
- Ensure clear communication of project goals and deliverables between technical teams and business stakeholders.
- Manage stakeholder expectations, resolving conflicts, and ensuring alignment with the project's strategic goals.
Platform Implementation & Integration:
- Lead the implementation of various Platform modules, including ITSM, ITOM, HRSD, CSM, and other custom solutions.
- Collaborate with Platform architects and developers to design solutions that meet business requirements and adhere to best practices.
- Oversee the integration of Platform with other enterprise systems (e.g., CRM, ERP, IT monitoring tools) to ensure seamless functionality and data flow.
Resource & Team Management:
- Coordinate and manage project resources, ensuring the right skill sets are available for timely and effective delivery.
- Manage vendor relationships and third-party consultants involved in the Platform implementation process.
- Mentor and guide junior team members, fostering a collaborative and results-driven work environment.
Risk & Issue Management:
- Identify, assess, and manage project risks, developing mitigation plans and ensuring timely resolution of issues.
- Proactively manage any project changes, ensuring they are well documented, communicated, and approved by stakeholders before implementation.
- Ensure compliance with all relevant regulatory requirements and internal IT governance standards.
Quality Assurance & UAT:
- Coordinate with QA teams to ensure Platform solutions are thoroughly tested, free of defects, and meet business requirements.
- Oversee User Acceptance Testing (UAT) processes, ensuring any issues are resolved before go-live.
- Ensure project deliverables meet Platform best practices, and technical documentation is complete.
Post-Implementation Support:
- Manage the transition from project delivery to operational support, ensuring all necessary documentation, training, and handover to the support team is completed.
- Support ongoing enhancement requests, maintenance activities, and platform optimization efforts.
Project Reporting & Metrics:
- Track and report on project performance metrics such as on-time delivery, budget adherence, user adoption, and system performance.
- Provide regular updates to senior leadership on project status, KPIs, and any risks or issues requiring attention.
REQUIREMENTS:
- Bachelors degree in Computer Science, Information Technology, Engineering, or related field.
- 3-5+ years of experience managing IT projects, specifically Platform implementations, with a solid understanding of ITSM and ITOM processes.
- Strong technical knowledge of the Platform, including experience with Platform implementations, configuration, and customizations.
- Proven ability to manage multiple projects simultaneously, delivering on-time and within scope.
- Experience with Agile and Waterfall project management methodologies, and tools such as Jira, MS Project, and Platform PPM.
- Ability to effectively manage relationships with technical and non-technical stakeholders, including C-suite executives.
- Experience working with vendors and external consultants in delivering large-scale enterprise solutions.
Preferred Qualifications:
- Platform certifications (e.g., Certified System Administrator, Certified Implementation Specialist for ITSM, ITOM, or HRSD).
- PMP, PRINCE2, SAFe or Agile certifications.
- Familiarity with ITIL best practices and other IT service management frameworks.
- Experience managing Platform integrations with third-party systems (CRM, ERP, etc.).
ATTRIBUTES:
- Strong problem-solving skills, with the ability to think critically and act proactively.
- Excellent communication and interpersonal skills, capable of managing relationships with technical teams and business stakeholders.
- Highly organized, detail-oriented, and results-driven, with the ability to work in a fast-paced environment.
- Adaptability and flexibility to manage shifting priorities and requirements.
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