Overview

Role Purpose The role is to manage delivery of a project, driving operations and delivery governance, ensuring the right talent supply chain to optimise customer satisfaction and cost of delivery. Responsibilities

Delivery Management

Ensure seamless delivery of projects Deploy optimum project delivery structure post transition/migration phase by evaluating budget, costs, risks and staffing requirements Create quarterly project charter with well-defined weekly project trajectory as per project specifications and requirements, ensuring adherence to schedule, quality, efforts and costs

Ensure 100% compliance to Project SLAs, information security protocols and other customer contractual obligations Monitor and address internal and external audit findings to avoid major non-compliance or deviations from the SLA Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics Drive project-related audits (quality, customer, ISO, etc.) to ensure zero non-compliance Client Relationship Management

Engage with the client to identify opportunities to deploy multiple solutions within/across SLs to strengthen value proposition Conduct regular customer connects (meetings/visits/video conferences) and participate in Management Review Meetings to understand current and future needs and gather feedback to improve delivery methodology, timelines and resource allocation

Identify and resolve early warnings to avoid customer escalations Plan and conduct Quarterly Business Reviews (QBR) with client management to drive improvement actions and explore new opportunities within the account Design and monitor project performance dashboards/reports with the client Delivery Governance

Create weekly/monthly/quarterly MIS and reports to monitor and track overall project health Conduct periodic reviews with the delivery team on operational, quality and fulfilment parameters and explore new ideas for implementation





Identify and resolve potential risks or early warning signs to achieve ZERO surprise escalations and prevent revenue leakage Escalate deviations from the project charter to delivery managers and minimise process exceptions Review and monitor revenue allocations/realisation to avoid opportunity/obliteration revenue leakage Provide inputs to delivery leadership on performance parameters at the project/program level during reviews Operational Excellence

Automation Focus

Perform Pareto analysis to identify automation opportunities and drive value adds across the project Deploy hyper-automation and crowdsourcing initiatives to enhance productivity, quality and speed of delivery

Interact with tools teams to adopt new tools for automation and noise reduction in the project Innovation Focus

Brainstorm with the team to identify improvements to quality, delivery speed and productivity Drive value adds and benefits to showcase to customers in Management Review Meetings and QBRs

Plan and conduct idea campaigns to generate current solutions and better ways of working Knowledge Management and Sharing

Drive internal training sessions, best practices and value adds; deploy best practices across projects Deploy and monitor the knowledge management portal across the account and track trainings

Capability Development and Talent Pipeline

Demand forecasting

Anticipate attrition and ensure right talent supply chain to deliver the project Spearhead quarterly demand forecasting and resource planning aligned to project requirements

Create and deploy a workplan to fulfil demand from all talent channels (including external hiring) in coordination with WMG/CWMG and Talent Acquisition Anticipate new skills/technologies and ensure the team is trained or inducted accordingly Training compliance

Drive 100% compliance on trainings and upskilling Prioritize essential skills and drive mandatory training compliance for the target population





Plan and drive rotations for seed positions and ensure replacement plans in advance Quarterly connect with critical talent to understand career aspirations and create learning maps with project managers and HRBP Fresher engagement

Ensure stable assimilation of rookies within accounts with competency group support (classroom training, e-learning, certifications, on-the-job training)

Team Management

Resourcing

Forecast talent requirements and hire adequate resources

Talent Management

Onboard and train team members to enhance capability and effectiveness; build internal talent pools and promote progression

Manage team attrition and drive diversity in leadership positions Performance Management

Set goals, conduct performance reviews and provide feedback; ensure Performance Nxt is followed

Employee Satisfaction and Engagement

Lead engagement initiatives and track satisfaction; implement improvements

Facilitate rewards and recognition for high performers Stakeholder Interaction

Note: Stakeholder list and purposes were included in the original content; where applicable, interactions include Internal and External stakeholders across DM/Program Management, transition teams, tools teams, quality teams, legal/compliance, talent teams, vendors/partners, customers, and others for governance, delivery and growth. Competencies

Functional Competencies / Skill Domain/industry knowledge and awareness of broad economic, demographic, technological and global trends in IT (Competent) Systems thinking and problem solving in a complex environment (Competent) Leveraging technology and automation to build efficiencies (Competent/Expert as noted) Program management with end-to-end focus and governance (Expert) Solution focus and design thinking for improvements (Competent) Technical knowledge of upcoming skills and deployment readiness (Expert) Behavioral Competencies Client centricity, problem solving, execution excellence, change agility, collaboration, leadership presence, and nurturing people Deliverables and Performance Measures

Performance parameters cover Delivery Management client satisfaction and SLAs, operational efficiency, financials, capability building, team management, and related metrics as described in the source content.

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📌 Project Manager (Mississauga)
🏢 TechDigital Group
📍 Mississauga