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Title: IT Program Manager – Customer Care

Location: Remote (up to 10% travel to Newark NJ)

We are looking for an IT Program Manager to manage Customer Care Projects for our Electric Utility clients. The ideal candidate should be able should have Customer Care, Salesforce, SAP projects experience.

Responsibilities:

• Manage a portfolio of Customer Care projects.
• Program Management includes: budget management, resource allocation, kick off meetings, project planning, project execution and control, communication, risk analysis, quality assurance, team and vendor management, and project implementation.
• Use Project Metrics to get the best ROI from the project.
• Perform Earned Value Analysis and Schedule Performance Indices to manage and report projects/program progress.
• Apply hybrid (waterfall/agile) delivery methodologies, standards and tools to ensure the project is on track and within budget
• Manage projects from business case-to-implementation.
• Manage groups of projects emphasizing on cost and schedule.
• Supervise a team of project Managers.
• Lead end-to-end application/software deployment, integration development, testing and deployment, data management, and vendor technical activities.
• Perform actual vs. planned analysis at the project level and forecast cost of the project.
• Develop project plans/scope/schedule and track progress, milestones, and deliverables.
• Facilitate and attend meetings with various technical and non-technical resources to capture project requirements, identify project milestones, communicate project timelines, track action items, and monitor project status.
• Identify and manage project risks, issues, assumptions and dependencies.

Requirements:

• 10 years of IT Project/Program Management experience
• Must have experience managing Salesforce or SAP related projects
• Experience with hybrid (waterfall/agile) delivery methodology
• Must have experience in using functions like Earned Value Analysis and Schedule Performance Indices
• Project Management Professional (PMP) certification is a must
• Must have good experience identifying and managing risks
• Ability to manage multiple high visibility projects simultaneously
• Ability to manage multiple projects with internal resources and external vendors
• Expert understanding of the Program Management processes and methodologies