Senior Project Manager

4 weeks ago


Reston, Virginia, United States HCLTech Full time
Job Title: Senior Project Manager

At HCLTech, we are seeking a highly skilled Senior Project Manager to join our team. As a Senior Project Manager, you will be responsible for providing overall service relationship governance and acting as the Customer's trusted partner to provide oversight of the services provided by Verizon.

Key Responsibilities:

  • Conduct service management reviews in collaboration with key stakeholders to ensure services and performance are aligned with the Customer's business plans.
  • Manage Customer enablement duties such as portal overview, training, access requests, and ongoing Customer needs.
  • Manage service level assessments, reporting, and conduct analysis on trends and patterns through SLA reporting.
  • Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
  • Collaborate with internal and customer teams to seek areas for process enhancements, streamlining, and driving improved performance collectively.
  • Identify ongoing benefits, opportunities, and innovation for continual service improvement.
  • Act as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.
  • Partners closely with sales for growth enablement.
  • Align stakeholders and functional groups to identify complex business and challenges faced by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.
  • Participate in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization and resolution of escalations, as appropriate.

Requirements:

  • Bachelor's degree or equivalent required.
  • ITIL Foundation Certification.
  • Minimum 7-10 years' experience in Customer Service, Project Management, and/or Telcom services.
  • Strong organizational, presentation, and problem-solving skills.
  • Demonstrated experience with verbal and written communication.
  • Business and financial acumen.
  • Ability to communicate with multiple levels of leadership.
  • Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of products.


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