Customer Service Project Manager

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization?s long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function. (TCP review board required in TCP families)

Responsibilities:

• Manages customer project delivery.
• Revenue as detailed in Impact section.
• Very large/ complex/ multiple regions or global.
• High/ very high risk.
• Acts as a conslutant to Business operations and helps implement ITIL practices and framework across HP and Partner managed services operations.
• High/very high complexity legal and commercial issues.
• Manages project financials including P&L.
• Meets or exceeds SOAR approved budgets.
• Provides reliable financial forecasts to HPS management.
• Manages business development Identifies and develops new opportunities with client Supports early qualification and opportunity assessment for large and complex opportunities Acts as opportunity manager for high risk deals.
• Manages client relationships.
• Manages complex multi-function and/ or global delivery relationships with senior and executive ("C" level) client management.
• Communicates the direct value our capabilities will provide to our business partners and customers.
• Manages project team.
• Manages internal as well as external resources with a team size greater than 40 people.
• Mentors and encourages skill development of project team members through others.
• Provides detail performance review input and development recommendations for key contributors.
• Mentors others, providing a role model and support for individual development.

Education and Experience Required:

• First level university degree or commensurate work experience or demonstrated competence.
• Advanced degree preferred.
• 10 years experience in project management or in like roles/businesses.
• Must have extensive experience in managing Service desk operations and implementing ITIL practices in operations.

Knowledge and Skills:

• Demonstrates an in-depth knowledge of key ITIL and Service Desk Services' operational policies, processes and methodologies applicable to project management.
• Has an extensive understanding of critical project management techniques.
• Recognized as a leader in the HP S PM Professions community.
• PMP Certified Preferred
• ITIL Certified Professional