Responsibilities

This position is for Office of Integrated Information Technology Services (IITS).
Project Planning and Management

Lead CRM / Student Information System projects from initiation to completion, including planning, execution, and resource management.
Develop and manage project plans, timelines, milestones, and budgets.
Define project scope, objectives, and deliverables in collaboration with stakeholders.
Monitor key performance indicators and project milestones to ensure the project stays on track and meets its objectives, adapting to the project's methodology and requirements.
Identify potential risks, develop mitigation strategies, and ensure adherence to regulations and best practices.
Prepare and present status reports to the steering committee and key stakeholders.
Monitor project issues throughout the project lifecycle and conduct post-implementation reviews to gather feedback and drive enhancements.

CRM / Student Information System Implementation and Maintenance

Conduct market research to assess offerings and capabilities, providing a comprehensive understanding of available solutions.
Lead requirements gathering, user and customer journey mapping, milestone planning, system configuration, and testing for the system to ensure it effectively meets business needs.
Oversee the customization, data migration, and integration of systems, providing technical advice and coordinating with cross-functional teams and external vendors for seamless project delivery.
Develop and execute test plans and test cases to ensure the system meets business requirements, quality standards, and performance benchmarks. Address and resolve complex issues and defects, ensuring alignment with user expectations and adherence to security and policy requirements.
Facilitate training and support for end-users in collaboration with cross-functional teams, ensuring smooth adoption and effective use of the system.
Establish and analyze metrics related to user journeys, gather feedback, and identify improvement opportunities to enhance system performance and drive continuous innovation.
Maintain and support the system, including monitoring new technologies, releases, and patches, and making recommendations to continuously improve work processes and services.
Deliver project and system documentation according to the Project Development Methodology.

Stakeholder Collaboration

Serve as the primary liaison between the project team and stakeholders, ensuring clear communication and collaboration.
Communicate capability roadmaps and delivery strategies to stakeholders, managing expectations and addressing concerns promptly.
Foster strong relationships with key stakeholders, building trust and rapport to drive project success.

Procurement and Vendor Management

Oversee Vendor Sourcing and Selection Process, including identify and evaluate potential vendors, ensuring they meet the project's requirements and organizational standards.
Lead contract negotiations with selected vendors to secure favorable terms, pricing, and conditions that align with project and budget requirements.
Track and assess vendor performance against agreed-upon metrics and deliverables. Address any issues or deviations to ensure adherence to contract terms.
Coordinate with vendors to ensure timely delivery of products and services. Address any delays or logistical issues to minimize impact on project timelines.
Verify vendor invoices, ensuring that charges are accurate and correspond to the agreed terms and delivered services or goods.

Other duties as assigned.

Qualifications

Degree in Computer Science or IT.
A minimum of 10 years of relevant work experience, including at least 5 years of hands-on project management experience demonstrating solid Microsoft Dynamics / Oracle CX Sales CRM system implementation and support experience.
Extensive experience in project leadership and management, with proficiency in project management methodologies, techniques, and tools, including expertise in outsourcing, vendor and contract management.
Ability to perform dual roles as project manager and business analyst, leading discussions from project initiation through planning and delivery, with good requirements analysis skillset.
Exceptional interpersonal and communication skills, with a proven ability to persuade and collaborate effectively at all organizational levels. Demonstrates proficiency in both oral and written communication, with strong conflict management abilities.
Strong critical thinking and problem-solving abilities, capable of addressing complex issues and finding effective solutions.
Detail-oriented and quality-focused, with excellent decision-making capabilities and a positive attitude, demonstrating independence and initiative in exploring process improvements.
Highly resourceful and organized, able to manage diverse tasks and priorities effectively while reconciling needs from various stakeholder groups.
Strong understanding of software development life cycles and structured project development methodologies, with experience in agile methodologies as a significant advantage.
Self-driven with the ability to multi-task and take on concurrent projects.
Certification in Project Management (e.g., PMP, CITPM) is preferred.

Other Information

Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.

Project Manager / Senior Project Manager (3-year contract), IITS