Project Manager - Service Design

| Chicago | Hybrid
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Summary

The Project Manager is responsible for effective (safe, quality, timely, cost effective) execution of security and/or information technology project work, through planning, coordination and control of an installation resources and activities from inception to project close-out. This person will be responsible for ensuring that all project materials, methods and end products conform to company, industry, contractual and regulatory standards, specifications, and requirements.

The Project Manager will client manage, oversee and, when necessary, refine Managed Services policy to conform to organizational standards (legal, regulatory, operational, etc.) and client Service Level Requirements (SLRs) and Agreements (SLAs).

This position reports to the Senior Delivery Executive and/or PMO Executive/Cross Functional Tower Lead

Responsibilities

  • Oversee and direct all aspects of installation projects from conception to completion
  • Schedule and direct the work of onsite and offsite staff to accomplish the project requirements
  • Select tools, materials and equipment and track inventory (if necessary)
  • Prepare internal and external reports pertaining to job status
  • Ensure quality standards and proper compliance to client rules and regulations
  • Provide feedback to project team members on performance
  • Proactively communicates with and seeks feedback from customers on how SDI can maintain/improve customer satisfaction
  • Monitor and maintain an awareness of technology advancements and IT best practices related to availability optimization and periodically provide updates to the client’s IT management
  • Assist capacity planning to anticipate future network resource requirements
  • Perform technical and Service planning and analysis based on client requirements (e.g., availability, capacity, performance, backup and IT Service Continuity and Disaster Recovery Services)
  • Promote Availability Management awareness and understanding within all IT support organizations, including third-party Service vendors
  • Create support solutions for additional or new technologies or services
  • Develop the training curricula and training evaluation criteria
  • Develop, document, and maintain documentation procedures that meet requirements and adhere to defined policies
  • Meet contractual conditions of performance
  • Review the work progress on a daily basis
  • Develop operational documentation (run books, contact lists, operations scripts, etc.) that meets the client’s requirements
  • Assess capacity impacts when adding, removing, or modifying applications and infrastructure components
  • Review the project requirements in-depth to schedule deliverables and estimate costs
  • Coordinate and direct subcontractors
  • Continually monitor IT resource usage to proactively identify capacity and performance issues
  • Capture trending information and forecast the client’s future capacity requirements based on client-defined thresholds
  • Plan ahead to prevent problems and resolve any emerging problems
  • Analyze, manage and mitigate risks
  • Assess Incidents/Problems related to capacity and provide recommendations for resolution
  • Maintain capacity levels to optimize use of existing IT resources and minimize the client’s costs to deliver Services at agreed-to SLRs
  • Ensure adequate capacity exists within the IT environment to meet SLR requirements, taking into account daily, weekly, and seasonal variations in capacity demands
  • Recommend criteria and formats for administrative, Service activity, and Service Level Reporting
  • Provide reporting (e.g., statistics, trends, audits)
  • Schedule the project in logical steps and budget time required to meet deadlines
  • Review contracts related to projects and understand the scope of work
  • Manage the profitability of projects
  • Perform analysis of client environment, including acquiring client management team feedback, to identify the appropriate sets of skills, training, and experience needed by Service Desk staff
  • Perform project estimation using a professional methodology and/or tool to size Special Projects and categorize them by level of effort

 Requirements

  • 10+ years of Project Management experience working with SLRs and SLAs
  • 5+ years of experience with operations, field services or Infrastructure
  • PMP certification preferred
  • Degree in Computer Science or a related field. Advanced degree and appropriate certifications a plus
  • Advanced knowledge of project management processes, means and methods
  • Understanding of all facets of the development lifecycle
  • Ability to plan and see the big picture
  • Competent in conflict management and problem resolution
  • Detail oriented and organized with excellent time management skills
  • Experience with a change control process and project governance
  • Working knowledge of ITIL concepts.  ITIL certification is a plus.
  • Strong leadership and teambuilding skills
  • Ability to prioritize, plan, and manage a workload
  • Excellent communication skills: verbally, written and graphically
  • Experience in reporting and presenting at the Executive level 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Location

SDI's HQ is located in the newly redeveloped Aon Center, overlooking Millenium Park and in the heart of downtown Chicago.

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