Project Manager
Enghouse Interactive
Markham, Ontario
5d ago

Job Summary

The Project Manager will be focused on managing delivery plans for customer implementations involving products, infrastructure and customization involving internal resources and various partners.

It will require negotiating for and managing delivery resources from shared delivery teams of installation engineers, developers and trainers.

The successful candidate will need an attention for detail, be comfortable working with ambiguity and self-motivated.

General Responsibilities

  • Deliver a superior customer experience throughout the project management lifecycle.
  • Leverage SOW and translate into a project delivery plan, taking into account resource capacity.
  • Experience managing projects that involve IT processes, IT Infrastructure, and cloud or premise solutions.
  • Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
  • Provide clear, timely and accurate communications of performance to the project team members on all aspects of the project, including decisions made by Enghouse, customers and partners.
  • Translate technical updates and information into business outcomes, objectives and language for stakeholders as required.
  • Manage the implementation governance processes across projects as required and address expectations and concerns through clear communication and pro-active follow-ups.
  • Provide regular project portfolio performance reports including revenue recognition forecasts, customer delivery health and project margin.
  • Support identifying opportunities to improve operations and providing requirements for continuous improvements.
  • Manage project RAID and change resistance from stakeholders.
  • General Expectations

  • Take a customer focus approach to daily conduct and project delivery.
  • Work with autonomy but seek guidance, coaching and mentoring as required.
  • Comfortable delivering project updates to all spans and layers including executives, directors, cross-functional and technical teams, etc.
  • Flexible in adapting to changes in the internal environment including learning or coaching team members on process, systems and tools changes.
  • Proven history of managing through influence in complex delivery ecosystems and building strong relationships with internal and external.
  • Understand the importance of personal and team brand and takes a collaborative approach to working with the team.
  • Work may require some travel both domestic and international
  • Ability to flex work hours to meet customer / partner time zone requirements as needed
  • General Requirements

  • Minimum 2 years working on customer facing projects involving product implementation, infrastructure and customization across a value chain including cross-functional teams and partners.
  • May require some travel to customer sites and various offices for training and workshops.
  • Must be flexible as some projects may including overtime, weekend or evening work.
  • Have a valid driver’s license.
  • Excellent communication skills both written and verbal.
  • Solid organization, time management and analytical skills.
  • Ability to work though guidance and within a team environment.
  • Ability to understand complex technology and simplify it for stakeholders and customers.
  • Computer proficiency including Microsoft Office applications and web conferencing tools (Outlook, Excel, Word, PowerPoint).
  • Nice to Have

  • PMP Certified (preference to PMBOK v5 or v6) or PRINCE2 Certified
  • Knowledge of contact centers, telephony, omni-channel and other related products and services.
  • Knowledge of customer experience best practices.
  • Experience working in a PMO environment.
  • We are an Accessibility for Ontarians with Disabilities Act (AODA) compliant workplace. You can be confident that our recruitment and hiring processes will be modified to accommodate disabilities, if requested.

    We thank all applicants for their interest; however, only those selected for an interview will be contacted.

    Enghouse is an equal opportunity employer.

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