Position Objective:

The incumbent serves as the primary responsible person and take complete ownership of the end-to-end project delivery, liaison between the Business, IT/Technology and the Vendors in making sure the Business Requirements are clearly understood and translated to the functional/technical requirements and achieve projects goals and drive system adoption by conducting good quality testing and training along with good change management practices.

Roles and Responsibilities:

• Business minded and approach Digital/IT projects from business perspective to make sure sustainable return from the investment
• Liaison with Business PM (as Delivery Manager) or act as General PM
• Establish good working relationship with stakeholders (management, business, IT, vendor, Group) of all levels to make sure smooth deliver of the project
• Lead/support during project definition phase to 1) prepare business case and budget 2) prepare project charter and get consent from relevant stakeholders 3) present management for project approval and address their concerns if any 4) sensible project KPIs are defined to be measured against before closing out the project
• Manage day-to-day project, making sure project is delivered on time, within budget and quality expectations are met
• Spent good amount of time to understand real business problem, document them and get consent from relevant people to make sure problem statement is right. When required, conduct user research to get real insights
• Appy human-centered design when relevant and approach the project from “solving human problem” perspective
• Create change management plan which might include 1) proper UAT and training 2) setting up hotline for users where they can raise issues and ask questions, etc.
• Also to make sure users are psychologically managed to embrace change and comfortable with the change
• Monitor user feedback/behaviors after the system go-live and take proactive measures in case of any issues or potential issues with the change
• Establish incident procedure/tool and enforce user/vendor to follow the procedure
• Review operation SLAs regularly and take necessary actions to make sure system met good availability and performance requirements
• Act and be considered by others as subject matter expert on respective domain (customer care, contact center, customer relation etc)
• Brainstorm with business owners and contribute to domain specific process and standards
• Perform quick assessment and provide high level feasibility check and recommend high level solution
• Support business users to translate business requirements into functional and technical requirements

• Bachelor's degree in information technology, computing, engineering, or related field
• Minimum 5 years of working experience in IT experiences in IT project management/delivery experience
• Has good domain knowledge of similar/related industry and has good knowledge/understanding in Customer Care, Contact Center and CRM
• Having technical/development experience and hands on will be a plus
• Experience with both in-source and out-source model
• PMP certified is preferred
• ITIL certified (or) completed exam prep course with solid knowledge /experience is a plus
• Excellent communication and negotiation skills
• Good decision making and conflict resolution skills