Project Manager

2 weeks ago

Markham, Canada IBM Full time

**Introduction**
At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you

**Your Role and Responsibilities**
- The Project Manager, Application Maintenance & Support will provide technical direction and control of IBM Support Personnel as well as provide a framework for project planning, communications, reporting, procedural and contractual activity.
- Responsibilities include:
- Review the SOW and the contractual responsibilities of IBM and the Client;
- Serve as the point of contact to during the execution of the SOW;
- Coordinate the establishment of the project management environment, including reporting tools, monthly reports and governance/ communication protocols;
- Review project tasks, schedules, and resources and make changes or additions, as appropriate;
- Measure and evaluate progress against IBM project plans, if applicable, with the Client Service Delivery Manager;
- Monitor and manage all SLAs so no penalties are incurred;
- Establish documentation and procedural standards for deliverable Materials;
- Administer the Project Change Control Procedure in conjunction with the Client Service Delivery Manager;
- Monitor resolution of Service Incidents; Be available 7x24 to be involved with outages to manage communications and escalation with vendors. Outages can be full (resolution 4 hours) or partial (resolution 16 hours)
- Perform problem management, and maintain and communicate escalation procedures;
- Track Service Incidents and Service Requests for analysis and reporting;
- Maintain project communications through the Client Service Delivery Manager;
- Conduct regular monthly status meetings with the Client Service Delivery Manager;
- Create and deliver monthly status reports;
- Resolve deviations in the SOW in conjunction with Client Service Delivery Manager;
- Coordinate and manage the in-scope activities of IBM Support Personnel;
- Meet Client Service Management requirements such as production change management, release management, and outage management;
- Monitor Pay Per Use licensing and report to vendor overages and invoice client for overages;
- Manage DS&P activities, site inspections, etc.
- Location - Ontario

**Required Technical and Professional Expertise**
- Experience with operational services delivery for a support environment;
- Mandatory Project Manager experience of at least 5 years, which would include:

- managing resources, scope, prioritization, and work plan
- managing project risks and issues
- Strong client relationship management;
- Strong project management;
- Strong skills in oral and written communication and ability to work independently and within teams;
- Experience managing remote/offshore teams;
- Proven ability to manage customers and relationships;
- Demonstrated strong leadership skills working with project teams and clients;
- Ability to work closely with process owners and other key stakeholders to communicate the progress of projects;
- Large team management experience;
- Effective time manager.

**Preferred Technical and Professional Expertise**
- Contact Center Solutions
- Banking industry exposure
- PMP Certification
- MS project
- MS Office

**About Business Unit**

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exce

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