Project Coordinator

3 months ago

Victoria, Canada Smart Dolphins IT Solutions Inc. Full time

**PLEASE READ BEFORE PROCEEDING**

**THIS IS NOT A REMOTE POSITION**

**ABOUT SMART DOLPHINS**

Our culture and atmosphere are positive, open and dynamic. We love our Dolphin lives and always strive to help and elevate each other. We are awesome and we have proof We are certified as a "Great Place to Work" and placed 15th in the national standing of top 50 businesses with under 50 employees.

***

The Project Coordinator (PC) is an enthusiastic problem solver and great communicator who thrives on being engaged with internal and external resources alongside our clients. This role serves as the key point of contact for the client, Professional Services team, and other service team members involved in projects. Working closely with the Project Manager, the PC ensures the day-to-day coordination and organization of project technicians. This role is critical to the success of client projects by tracking, managing, and adhering to predefined cost, schedule, scope, and Smart Dolphins quality standards.

The position requires excellent communication, administrative, documentation, technical, negotiation, and organizational skills. The PC manages and remediates project risks throughout the project lifecycle and understands the business goals/values delivered by their projects. They also understand the impact those projects have on other Smart Dolphins delivery areas.

**What Does Success Look Like in This Role?**

A skilled Project Coordinator ensures client satisfaction through effective project oversight and a supportive, customer-centric approach. They play a vital role in maintaining project schedules and facilitating communication among team members, ensuring tasks are completed according to specifications. Their attention to detail and organizational skills contribute to seamless project execution, fostering a collaborative environment where all stakeholders are informed and engaged.

If you are ready to elevate our client experience and make a significant impact, we invite you to join Smart Dolphins IT Solutions. Let's create a great experience together

**POSITION RESPONSIBILITIES**
- Work with Project Manager to coordinate and manage all booked IT projects, including:

- Professional Services Projects.
- Hardware Configuration, Delivery, and Setup.
- New Client Onboarding.
- Oversee the day-to-day activities of project technicians, ensuring tasks are completed on schedule.
- Oversee and coordinate smaller, sometimes urgent projects, such as end user hardware installs.
- Conduct project intake and kick-off processes.
- Collect and collate project documentation.
- Schedule all project resources in collaboration with the Project Manager and Service Coordinator.
- Coordinate with all stakeholders to ensure project requirements are met.
- Schedule, prepare for, and conduct project status meetings with all required stakeholders.
- Monitor and report on project status, providing updates to the Project Manager.
- Assist in the closure of projects, including stakeholder follow-up and satisfaction measurement.
- Balance budgeted vs. actual hours for projects and project phases.
- Assist in negotiating, managing, reporting, and billing scope creep.
- Monitor Professional Services team time entry including timeliness, quality, and accuracy on all projects and phases.
- Manage and maintain project databases.
- Provide vCIO assistance where required.
- Monitor delivery timelines for products ordered through the procurement process.
- Receive products upon arrival and participate in organizing and preparing products for delivery.

**Provide team administrative support and management including**:

- Manage the project queue of all running projects and facilitate and deliver priority and urgent solutions.
- Project backlog awareness and reporting to Project Manager.
- Utilize current billing processes to ensure accuracy of monthly project billing.
- Manage and maintain client satisfaction survey system.
- Prepare for, attend, and contribute to weekly project team meetings.
- Accountable for managing towards, meeting, and exceeding project team KPI targets.
- Attend weekly 1:1 meetings with the Professional Services Team Lead.
- Participate in the development and maintenance of company service processes and workflows.

**QUALIFICATIONS AND EXPERIENCE**
- Strong customer service skills (importance cannot be overstated)
- Ability to work in complex, uncertain, and ambiguous situations while managing expectations and maintaining client happiness
- Excellent troubleshooting and problem-solving skills
- A passion for learning and personal growth
- Excellent writing & communication skills
- Naturally comfortable working with and learning about technology
- 2+ years of related technical project coordination or support experience; or a suitable combination of education and relevant experience
- Intermediate knowledge of commonly used concepts, practices, and procedures within information technology support, including but not limit

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