- Leads and directs concurrent standard or complex projects.
- Provides pre-sales support by working with sales teams to scope and cost a project solution which includes the completion of a proposal.
- Supports Fit-Out projects by validating customers order requirements with internal stakeholders and engage vendors to support the deployments according to the requirements.
- Ensures client satisfaction and manage escalations, acting as a single point of contact to the client.
- Ensures that the project delivers an as-sold solution, remains within the baselined budget and is delivered on time whilst maintaining quality criteria and client satisfaction.
- Manages the delivery of the project, including rigorous scope control and change management.
- Documentation and management of risks and issues.
- Performs any other related task as required.
Knowledge and Attributes:
- Seasoned customer service focus.
- Good communication skills and ability to prepare structured, and relevant communications to operations leaders.
- Ability to work in a fast paced and deadline driven environment.
- Seasoned ability to build, manage and foster a team-oriented environment.
- Seasoned ability to work creatively and analytically in a problem-solving environment.
- Ability to quickly become proficient in delivery processes and related systems.
- Seasoned ability to analyze, design and improve operations processes.
- Good written and verbal communication skills.
- Passionate, strong initiative, self-driven with a commitment to succeed.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology and / or Project Management or related field.
- Relevant project management certifications preferably PMP is beneficial.
Required experience:
- Seasoned work experience in service delivery within a large scale (preferably multi-national) technology services environment.
- Seasoned experience gained in a data centre environment including technical and service delivery exposure.
- Seasoned client engagement experience.
- Seasoned project management skills, including the ability to plan, organize, and execute projects from initiation to completion.
- Seasoned problem-solving and analytical skills to identify and address issues that may arise during project implementation.
- Seasoned experience in managing customer escalation situations and objection handling.
- Seasoned support operations experience.
