Head of Project Management
il y a 2 semaines
The Head of Project Management is a pivotal position entails overseeing customer experience, project management, and service delivery managers within our organization. Reporting to the Senior Vice President Operations & Services, you will play a critical role in ensuring the seamless delivery of services, maintaining excellent customer satisfaction, and driving operational excellence across our service portfolio.
**Key Responsibilities**:
**1. Customer Relations**:
- Foster strong and positive relationships with our clients, understanding their needs, challenges, and objectives.
- Act as a primary point of contact for escalated customer issues, ensuring prompt resolution and client satisfaction.
- Implement strategies to enhance customer experience and loyalty, driving repeat business and long-term partnerships.
**2. Project Management**:
- Lead and coordinate project managers to ensure successful delivery of projects within scope, budget, and timelines.
- Develop and implement project management best practices, methodologies, and tools to optimize efficiency and effectiveness.
- Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.
**3. Service Delivery Management**:
- Oversee the service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards.
- Collaborate with service delivery managers to optimize service delivery processes, workflows, and resource allocation.
- Continuously assess and improve service delivery performance through data analysis, feedback mechanisms, and performance metrics.
**4. Leadership and Team Management**:
- Provide strong leadership and direction to the service management team, fostering a culture of collaboration, accountability, and continuous improvement.
- Coach, mentor, and develop team members, empowering them to achieve their full potential and contribute to organizational success.
- Promote a positive and inclusive work environment that values diversity, creativity, and innovation.
**5. Strategic Planning and Alignment**:
- Collaborate with senior management to develop and execute strategic initiatives aligned with organizational goals and objectives.
- Contribute to the development of service management policies, procedures, and standards to support business growth and scalability.
- Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating insights into organizational strategies.
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Head of PMO
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