Project Intake Manager (PM)
- E&
- 8 - 13 years
- Bengaluru
- 3 years ago
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Job Description
Project Intake Manager (PM)
Job Summary:
The Global Design, Solution and Transition Analyst provides a project management capability to the TES (Technology Experience Support) organization under Global Operations. Using a range of project management and business analysis skills, the Transition Analyst assesses TES support readiness requirements in order to design and deliver support solutions which provide for successful business outcomes.
The role is primarily focused on new technologies and services being implemented by Service Delivery through the Transition and Deployment Management process. The role drives the coordination of new release strategy and deployment activities across TES teams including Knowledge Quality Training (KQT) to assure appropriate knowledge transfer and training for operational readiness and the Early Life Support (ELS) team to agree and execute appropriate implementation strategies to maintain production stability.
The transition analyst adds value to the project through consultation on support requirements, lead times as well as promotion of best practices, procedures and policies. Where required, the transition analyst identifies TES resources which are required and seamlessly co-ordinates their activities to deliver operational readiness on behalf of TES Operations teams.
The role requires the successful candidate to concurrently manage a portfolio of projects and deliverables to the desired measures of time, cost and quality. Reporting to the Global lead, the transition analyst is responsible for tracking and reporting risks which may impact customers and the TES organization.
Essential Functions of the Job:
- Analyze support requirements in order to design and deliver support solutions which provide for successful business outcomes.
- Using data and analytics tools to forecast customer and support impact for new projects
- Clarifying scope of support required and knowledge transfer strategy
- Clarifying timelines, impacted population and accurately tracking to ensure any changes are communicated to stakeholders
- Provide consultation to project teams towards efficient and effective support models which maximize customer satisfaction, leveraging industry best practices such as PMI, ITIL and Six Sigma
- Provide project management and change management capability on behalf of the TES organization
- Identify TES resources required to support successful delivery and develop resource plan
- Track the overall progress of TES activities
- Clarify scope and manage conflicting priorities
- Provide clear, concise and regular communications to update TES stakeholders on project requirements, status of deliverables and risks or challenges
- Ensures Operational Readiness for TES teams to support new products and services
Analytical/Decision Making Responsibilities:
The role requires a degree of analytical skills to understand or define the relevance of processing metrics such as Key Performance Indicators (KPIs), Critical Success Factors (CSFs) and others to analyze or guide discussions on success and effectiveness of complex IT process implementations as well as to review processes against PMI, ITIL or internal processing standards to direct appropriate reporting and other actions to review or effect change. The role needs to drive the priority and time management of their own efforts to support assigned activities and communicate results and findings to end users and management as necessary.
Knowledge and Skills Requirements:
- Possess the skills to manage multiple initiatives and work streams with minimal supervision
- Excellent administration skills
- Maintains solid interpersonal skills to engage with peers and others in TES, in cross business discussions within a matrixed, geographically dispersed organization
- Effective questioning to break down complex matters into core issues, formulate appropriate ideas and materials
- Possesses analytical and problem solving abilities to effectively analyze complex and conflicting issues in system and process development initiatives, deliver on multiple and shifting priorities and develop appropriate solutions that are operationally feasible in supporting PPM and TES objectives and delivering service to customers
- Possesses a strong working knowledge of Information Technology Infrastructure Library (ITIL) to recognize appropriate reporting features and functions in various IT Service processes. Looks to progress levels of certification as required or to suggest alternatives to standards as appropriate.
- Possesses a strong knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer.
- Demonstrated capabilities to plan as well as assist others in the creation, monitoring and execution of project plans. Adheres to the aligned project management framework in execution of same.
- Possesses a basic knowledge of vendor management core functions to recognize operational impact of service and business management initiatives and to manage vendor support for development of same.
- Maintains a continuous knowledge of the assigned businesses end-to-end processes and operating environment to support proper recognition of issues aligned to TES goals and objectives and to support improvement opportunities.
Supervision Responsibilities:
The role is generally an individual contributor. The role may, from time to time, assume some supervisory responsibilities for a project for a specific period of time and as such is able to direct others by delegating assignments
Other Requirements:
The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed in an efficient and timely manner.
Job Requirements:
- Education:
- College degree in computer science / related disciplines or equivalent work experience
- Experience:
- Approximately 8 to 10 years experience in a technology infrastructure or operations environment. Experience in leading technology improvement initiatives desired.
- Certification Requirements:
- ITIL v2 or v3 Foundations training and higher levels of ITIL Certification
- Project Management Professional (PMP) Certification (desirable)Roles and Responsibilities
Please share you profile to pr*****************i@***.ey.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Administration & Facilities, Role Category: Facility ManagementRole: Facility ManagementEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any Doctorate, Doctorate Not RequiredContact Details:
Company: Ernst & Young Private LimitedAddress: RMZ Infinity , 3rd Floor ,Tower C,, Old Madras Road, BANGALORE, Karnataka, IndiaLocation(s): Bengaluru
Keyskills: project management
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