Information Technology Project Manager

At Percepta, we bring first-class service across each market we support. As a Remote IT Project Manager, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

This position requires very minimal supervision from senior management staff and is expected to be performed completely independently using an elevated level of decision making on a regular basis. The IT Project Manager follows the established technology management methodology and standards. The IT Project Manager facilitates initiatives related to service excellence, automation, process improvement, software implementations, software development, data networks, telephony, CRM, and other client-based technology. The IT Project Manager is responsible for planning, executing, and evaluating the information technology elements for moderate and complex initiatives from initiation to closure. Responsible for ensuring technical projects are delivered on time, within scope and high-quality standards. Use excellent team facilitation and coordination skills to foster a team spirit.

During a Typical Day, You'll

• Provide technical leadership throughout the entire project lifecycle, including, but not limited to pre-sales requirements analysis, solution design and development, testing, deployment, and post-go live support.
• Manage IT deliverables for internal IT initiatives and call center program launches from initiation to delivery, ensuring projects are delivered on time with high quality standards.
• Identify project risks, access their potential impact, and develop strategies to mitigate proactively throughout the project lifecycle.
• Assist with the development and management of processes and procedures to support product development, process automation, IT auditing activities, and portfolio management.
• Continuously evaluating project management processes and methodologies, identifying areas for improvement, and implementing best practices to enhance project efficiency and effectiveness.
• Assist with implementing and enforcing quality assurance processes, ensuring that project deliverables meet the highest standards of quality, reliability, and performance.
• Coordinate with third party vendors, internal departments, and clients to manage technology project plans, and metrics reporting as required.
• Prepare and present project status reports, progress updates, to stakeholders, senior management, and clients. Maintain accurate project documentation, including project plans, and other required project documentation as required.
• Regularly communicate technology status and issues including conflicts and/or critical operating barriers with recommendations to both technical and business stakeholders.
• Coordinate and assist with creating test strategy, test plans and test cases as necessary for internal IT projects and client launches.
• Ensure change requests, customer acceptance/approval and all relevant documentation are maintained throughout the project lifecycle.
• Assist Global Service Desk with facilitating incident management and issue resolution as required.
• Conduct post technology reviews to identify opportunities for improvement. Provide feedback to internal departments, clients, and senior management.
• Coordinate with GPMO Project Managers on enterprise projects by providing technical leadership and managing technical deliverables.
• Assures adherence to company standards and policies.
• May be required to support non-IT and other strategic initiatives.

What You Bring to the Role

• Bachelor's or Master's degree in Computer science, Information System, Business Administration, or a related field.
• Project management certification (PMP, Agile, Scrum), preferred.
• ITIL Certified, preferred.
• 5 to 8 years of experience managing enterprise-wide software development, infrastructure, and/or call center implementations.
• 3 to 5 years of experience with call center operations and associated technologies is a plus.
• Work in a collaborative team environment
• Demonstrated decision making and leadership skills managing global teams.
• Strong understanding of software development life cycle (SDLC) methodologies.
• Managing virtual global team members supporting a 24x7 environment.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Flexible schedule to manage global and regional technology initiatives as required.
• Comfortable with changing requirements, managing technology projects running in parallel, and aggressive schedules; must be flexible, excellent at multitasking, and able to rapidly adapt and respond to changes in the technical and business environments.
• Solid problem-solving and decision-making abilities, with a keen attention to detail.
• Ability to elicit cooperation from senior management, clients, and other departments.
• Excellent leadership and team management skills, with the ability to motivate and inspire cross-functional teams.
• Ability to uphold confidential and sensitive information.
• Proactively manage professional development and complete Individual Development Plan (IDP).

What You Can Expect

• Competitive Pay Rate
• Paid Time Off
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)

A Bit More About Your Role

• Must be available for occasional travel.
• Occasionally work weekends and outside of core working hours (Monday through Friday 8am to 5pm) to support project deployments or other global initiatives as required

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Your application will include the following questions:

How many years' experience do you have as an Information Technology Project Manager?

How many years' experience do you have with project planning and scheduling?

Have you worked in a call centre before?

How many years' experience do you have working in an agile environment?

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What can I earn as an IT Project Manager