Global Services Project Manager
hace 2 días
**Role Scope & Expectations**:
**Business Impact**:
- Leads cross organizational / cross geographical activities that have significant impact on WW growth of multiple Services Product Lines
- Numerous products and services; activities have complex requirements and tight time frames
- Complexity is high in terms of the degree of flexibility in service level agreement, geographical spread and size of business
- Breakthrough products/ services or leading-edge solutions focused on various areas such as IT Service Management, and multiple other tool sets to enable the Lifecycle Services and Renew Solutions Roadmaps
- Liaising with internal and external partners/customers on strategic and/or execution level
**Key Responsibilities include**:
- Ensure all service offers under direct responsibility are launched on time, with high quality, through excellence in program/project management
- Superior collaboration with Service Delivery and Operations teams to ensure solid execution of all service offers; creating detailed service descriptions which include Service Level Objectives, Statement of Work, and Standard Operating Procedures for in-house and/or outsource support provided to customers
- Spearhead and drive full End to End Testing cycle PRIOR to Launch
- Responsible to ensure all downstream systems are properly updated at each development checkpoint and in sales pursuit tools
- Demonstrate a strong understanding of the SMB, Mid-Market and Enterprise IT environments, customer needs, industry trends, and industry terminology to effectively develop and communicate the Lifecycle Services and Renew Solutions portfolio
- Be a key evangelist for new Service Offer Launches, capturing the interest of Markets, Sales, Partner and Customer communities and creating continuous feedback loop into Roadmap Planning and other functions where appropriate to improve business performance and customer experiences
**Knowledge & Skills Required**:
- Strong written and verbal communication skills to enable effective communication internally and externally; excellent presentation skills (often presenting to VP levels within the company); ability to design reports and various updates with little input from direct management
- Project/program management and change management skills. Solid understanding of business planning methods and business acumen; highly developed negotiation and influencing skills
- Problem solving ability is highly developed with ability to lead and inspire teams under pressure situations; exercising strong independent judgment
- Experience in several of the related disciplines of delivery, solution architecting or business planning
- Experience of IT processes, tools and solutions. Depth of knowledge of ITIL methodology a plus
- Understanding of Services and/or Product Launch
**Education and Certifications Required**:
- Typically 5+ years experience demonstrating a mastery of Product and/or Service Business Management or related area
- Bachelor’s degree with MBA or advanced degree preferred
- ITIL Certification preferred, strong understanding of ITIL tools, processes and terminology a plus
- PMP or other project management related certification a plus
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