Job Description

The IT Project Manager will oversee the planning, coordination and execution of a Proof of Concept (POC) to evaluate the suitability of Salesforce, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, for case management and customer service operations.

Key responsibilities include:

Project Planning and Delivery Management
- Develop and maintain project plans, timelines, milestones and deliverables to ensure the successful execution of the POC.
- Coordinate project resources, stakeholder participation and evaluation activities to maximise the number of user journeys assessed within the available timeframe.
- Monitor project progress, identify risks and issues, and implement appropriate mitigation measures.
- Facilitate project meetings, track action items and provide regular progress updates to stakeholders.
Stakeholder and Vendor Management
- Collaborate with business stakeholders, IT teams, operational users and external vendors to align project objectives, requirements and priorities.
- Coordinate workshops, system demonstrations, testing activities and stakeholder review sessions.
- Manage project dependencies, resolve delivery issues and facilitate timely decision-making.
POC Governance and Evaluation
- Establish the project governance structure, evaluation approach, success criteria and reporting mechanisms.
- Oversee the evaluation of end-to-end case processing, including high-volume user journeys, escalation scenarios, operational reporting, multi-user collaboration and supervisor review processes.
- Ensure AI-assisted capabilities, including automated customer interaction logging, intelligent case triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics, are assessed against agreed criteria.
- Consolidate evaluation findings on platform strengths, limitations, dependencies, risks and capability gaps.
- Prepare the final POC assessment and recommendations to support business value validation and future implementation decisions.
Project Documentation and Reporting
- Maintain project plans, status reports, risk registers, decision logs, meeting minutes and key deliverables.
- Oversee the preparation of the final POC report, including evaluation results, key findings, outstanding issues and recommendations.
- Ensure project artefacts and lessons learnt are documented for future reference and implementation planning.
Knowledge Transfer and Capability Building
- Facilitate knowledge-sharing sessions and mentoring between project personnel, vendors and business or operational users.
- Ensure relevant project documentation, evaluation frameworks and governance practices are transferred to internal teams.
- Support capability building to enable internal teams to manage and oversee future CRM evaluation and implementation activities.

Job Requirements

Degree or diploma in Information Technology, Computer Science, Business Information Systems, Project Management or a related discipline.
Relevant experience in IT project management, system implementation, digital transformation or technology evaluation projects.
Experience coordinating cross-functional teams, business stakeholders, technical personnel and external vendors.
Familiarity with project planning, risk management, issue tracking, stakeholder reporting and project governance.
Experience managing CRM, case management, workflow automation or SaaS implementation projects would be advantageous.
Familiarity with Salesforce or other enterprise CRM platforms.
Understanding of AI-enabled business applications and their evaluation in operational environments would be beneficial.
Strong communication, organisational, analytical and stakeholder management skills.
Ability to manage competing priorities and deliver project outcomes within tight timelines.
Experience in training coordination, mentoring, knowledge transfer and project documentation would be advantageous.
Experience delivering Salesforce CRM or similar AI-enabled case management projects, with relevant project references, would be an added advantage.