SLA Project Manager
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OrderID: |
PWR881 |
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Job Category: |
Project Management |
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Job Begins: |
8/16/2010 |
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Job Ends: |
4/29/2011 |
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City: |
Other |
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State: |
New Jersey |
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Requirements: |
Order # PWR881
Job Title: SLA Project Manager
Start Date: 16-AUG-2010 End Date: 29-APR-2011
Location: Pea pack, NJ
Meeting Type: In Person and Phone Meeting
117 classification: Project Based
Required Travel: International Travel Required
Description
• Under the management of the Director, Program Management, the SLA Project Manager becomes solely accountable for delivery on strategic programs.
• Integral to this activity is the development, implementation, and constant administration of sound project management disciplines in accordance with leading practices, as well as coordination of change management work streams in the business.
• Looking to engage an experienced resource on a critical business value metrics project.
• The project required experience in business service management, call center or service desk metrics and the ability to work in a complex environment.
The SLA Program Manager will be responsible for:
• Experience in consulting in the ITIL Version 3 process areas with an emphasis on service performance management, measurement program definition, business to IT metrics alignment.
• Consulting presence and workshop planning and delivery, communication, presentation, analysis, problem solving, and ability to work with multiple organizational, global cultures, ability to influence without authority.
• Expertise in leading teams in Metrics program development, Process improvement initiatives, Process consulting.
• Identify and design controls for metrics and key performance indicators to ensure continuous process improvement.
• Defines and measures team and individual performance metrics, based on analysis & reporting provided by the BT Workplace Support Analysis &
• Reporting Coordinator and BT Support Incident Coordinator.
• Ensures adherence to all BT processes & policies, and Service Level Agreements (SLA’s) and Service Level Objectives (SLO’s) for customer response, follow up, and Incident resolution times, guided by the ITIL framework provided by BT PGM organization, utilizing the new PGM BT operating model.
• Contributes actively and creatively to the strategic growth and advancement of PGM BT Support in service to the organization.
• This includes evaluation and recommendation of policy changes or enhancements, metrics analysis, report generation, and active involvement in BT projects.
• Provide metrics and analysis of Service Desk tasks and duties in compliance with SLA's and other Service Desk commitments.
• Assist with the compilation of monthly and milestone-specific progress reports.
• Assist in determining Service Level Agreements (SLA’s), for immediate needs/deployments, and enterprise SLA's to support ongoing operations, if any.
• Leads and directs one or more project teams.
• Responsible for components of: progress communications, schedule management, resource management, finance management, quality management, scope management, control management, and benefits management as they relate to the overall program.
• Partner affected account managers to ensure agreement on scope and priorities.
• Accountable for ensuring that all work is performed in compliance with applicable policies, laws and regulations.
• Accountable to line manage the team of program managers and drive improvements in the capabilities of the group.
• Defines project approach and gaining client, client engagement manager, and project team member buy-in.
• Manages project critical path and scope.
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Company: |
Confidential |
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