**Description**:
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The Project Manager role is expected to own the support service delivery components of the contract and manage the relationship with the customer. This role is required to liaise between the Offshore Managed Services Team, the Customer core team and the attune Project Team. This role is expected to continuously develop and strengthen the business relationship and nurture long-term partnerships through proactive and personable interaction with the customer.
**Essential Functions**:
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- Have a strong partnership mentality and nurture relationships with customers; Build and maintain strong, long lasting customer relationships by developing a trusted advisor relationship with key customer stakeholders and executive sponsors.
- Manage the workload distribution across the Offshore Managed Services Team by being empathetic to work hours and efforts, while effectively managing sudden fluctuations in incidents collaboratively with the Managed Services Team and project team. Escalate resource over/under utilization, skill gaps & any other challenges to the Operations Director.
- Understand client priorities and manage service ticket backlog efficiently through a thorough understanding of Service Management methodology and consistently delivery according to SLAs; Carefully manage incident priority in cooperation with the Customer team and balance expectations along with the agreed Service Level Agreements.
- Strong background in QA philosophy to consistently deliver to the highest standards.
- Manage Customer expectations through effective interaction and quality service management processes; Have a quality conscious mindset to incorporate continuous improvement plans; Tenaciously follow through for critical issue resolution to client satisfaction.
**Essential Functions (Continued)**:
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- Proactively manage service interruptions and work in cooperation with the Offshore Managed Services Team manager and the Client COE to minimize them; Assist with high severity requests or issue escalations as needed.
- Understand service reporting metrics and generate effective internal and external service reports; Thoroughly understand process standards and produce effective documentation.
- Skillfully manage service review meetings with client leadership to highlight attune value to them
- Engage the customer and manage contract renewals, extensions and expansion of services with the assistance of the Offshore Support Manager and VP of Professional Services.
- Skillfully manage service review meetings with client leadership to highlight attune value to them
- Engage the customer and manage contract renewals, extensions and expansion of services with the assistance of the Offshore Support Manager and VP of Professional Services.
- Identify new opportunities and alert attune leadership; Forecast and track key account metrics.
**Required Qualifications**:
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- General degree or recognized professional qualifications (PMP)
- Have strong quality conscious Service Delivery mindset, with an ability to drive the team to meet customer expectations
- The ability to identify opportunities for service improvement to the delight of the customer
- Effective service delivery and escalation management
- A strong background in problem solving through creative means
- Effectively communicate and negotiate with end users as well as executives, and good interpersonal skills
- Commercial awareness and business acumen to satisfy customer needs at the same time keep an eye on profitability
- Have Strong organizational, time management and prioritization skills
- A passion for working with people of various backgrounds and geographies and the ability to quickly build rapport
- Good communication skills, both written and verbal with great attention to detail, interpersonal skills, leadership capabilities, conceptual thinking, and innovative mindset are essential
**Desired Qualifications**:
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- Previous experience required in a Service Delivery Project Management role: 2 full lifecycles, servicing large clients preferred
- Extensive IT industry background with strong ERP (SAP) service management experience
- Basic understanding of Project Management
- Understanding of IT service industry working practices / methodologies ITIL background preferable
- Due to 24x7 support requirement, must be willing to be available and work with offshore teams outside normal working hours when required
**Competencies**:
- Collaboration- Courage- Excellence- Integrity- Respect