Implementation Manager

4 weeks ago

Wilmington, United States Securitas Electronic Security Inc. Full time

**Position Summary**

The Nurse Call Implementation Manager will manage a Technician Team serves as the Regional Lead maintaining oversight of projects is the primary point of contact for the customer or a partner and is responsible for ensuring successful completion of project deliverables and timelines for projects through all phases of production deployments. Main focus is the driving and delivery of the backlog and hardware control for the Nurse Call system which does include providing coordination, technical oversight and support with the Nurse Call Service Team.

**Essential Job Functions**
- Drive projects to conclusion working with internal and external stakeholders to ensure deliverables are met within time and expense budgets.
- Manage and ensure some execution of project plans including resource requirements, deliverables, milestones, and completion timelines
- Serve as primary escalation point of contact for customer and/or partner representatives during implementation, communicate & coordinate project dependencies, set & manage expectations
- Resolve and Coordinate tasks and resource management across multiple, simultaneous projects through the entire project lifecycle
- Work through conflicting issues, roadblocks and dependencies; proactively manage risks, changes and communication with project stakeholders
- Strengthen business relationships with customers and partners by driving superior customer satisfaction
- Prepare and review project deliverables; ensure internal project documentation is complete
- Deliver projects per agreed company performance metrics
- Assist with defining and improving project delivery methodology for customer and system implementations
- First escalation point of contact for project and implementation issues
- Develop monthly forecasting and financial reporting with inputs from Project Managers
- Assists Project Managers and Engineers with project issues and customer communication
- Supervise Team Project Managers and Technicians to meet corporate and team goals as well as balancing, training and developing team members skills
- Develop and coach members to meet career path goals and set up team for success
- Perform Warehouse Management Duties both inbound and outbound
- Manage work through Hardware RMA process with Vendor to include processing Hardware Troubleshooting Tickets

**Essential Skills & Experience**
- Management Skills:_
- Demonstrated ability in building strong customer relationships
- Strong leadership & organizational skills
- Self-Starter that can Manage Customer Face to Face and Phone Support
- Ability to uncover client requirements and clearly articulate to others
- Superior communications skills
- Experience working with Senior Management, Sales and Finance
- Sound knowledge of budgeting and financial processes
- Written communications skills and experience - writing and updating Statements of Work, project plans, and securing customer agreement
- Strong sense of ownership with ability to take control of difficult situations
- Experience:_
- Bachelor’s degree in technology, finance, or equivalent; and or equivalent experience
- Minimum of 5 years’ experience providing project management leadership in an external client delivery environment
- Experience managing projects for multiple clients simultaneously
- A track record of delivering on agreed upon project objectives
- A history of excellence / superior performance against internal benchmarks
- Experience in systems installations on customer sites

**Non-Essential / Preferred Skills & Experience**
- Graduate degree a plus
- Financial and P&L Experience
- PMP Certification - preferred

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

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