IT Project Manager

Job Summary:

The Project Manager is responsible for planning, coordinating, and delivering projects within scope, timeline, budget, and quality expectations. The role focuses on stakeholder alignment, governance, risk management, execution tracking, and ensuring successful delivery of business and technology initiatives in a global, cross-functional environment.

Key Responsibilities:

• Lead end-to-end project planning, execution, monitoring, and closure for strategic business and contact center-IT initiatives.
• Define project scope, objectives, milestones, deliverables, dependencies, and success criteria in collaboration with business and technical stakeholders.
• Develop and maintain detailed project plans, schedules, RAID logs, status reports, and governance documentation.
• Coordinate cross-functional teams, vendors, and partners to ensure timely delivery and effective issue resolution.
• Manage project risks, issues, assumptions, decisions, dependencies, and escalations proactively.
• Facilitate steering committee, governance, and stakeholder review meetings with clear updates, decisions, and action tracking.
• Drive continuous improvement by applying project management best practices, lessons learned, and delivery performance insights.

Required Skills and Experience:

• Project Planning & Execution: Strong ability to develop project plans, define milestones, manage timelines, and ensure delivery against agreed objectives.
• Stakeholder Management: Excellent communication and collaboration skills to manage expectations, align priorities, and engage stakeholders across business, IT, vendors, and leadership teams.
• Governance & Reporting: Experience preparing project status reports, dashboards, RAID logs, decision records, and executive-level updates.
• Knowledge of SHS & know-how of Genesys Cloud implementation (project methodology), Universal UI will be an added advantage
• Risk & Issue Management: Ability to identify risks, manage issues, define mitigation plans, and escalate blockers in a timely and structured manner.
• Leadership & Delivery Focus: Capability to lead cross-functional teams, drive accountability, and maintain delivery momentum in a complex environment.
• Technical & Business Understanding: Solid understanding of IT delivery, business processes, and technology-enabled transformation initiatives.

Preferred Qualifications:

• Certification in project management such as PMP, PRINCE2, Agile, Scrum Master, or equivalent will be an added advantage.
• Experience managing IT, digital transformation, contact center, or enterprise technology projects.
• Strong knowledge of project governance, SDLC, Agile, Waterfall, hybrid delivery models, and IT service management practices.
• Ability to work with global teams across multiple time zones and manage stakeholders from diverse cultural and functional backgrounds.
• Experience with project management tools such as Microsoft Project, Azure DevOps, ServiceNow, Planner, or similar platforms.
• Prior experience in contact center technologies and platforms such as Genesys Cloud or hybrid media infrastructure will be an added advantage.
• Flexible working approach in a fast-paced environment involving global teams and time zones.
• Ability to drive multiple projects parallel independently with a passion, purpose to lead, resolve planned/unplanned issues & challenges