Service Delivery PMO Manager

The Service Delivery PMO Manager is passionate about processes & procedures; involved in new client onboarding and ongoing white-glove client support. As leader of the Service Delivery Project Management team the incumbent is committed to providing superior customer experiences through every interaction and always looking to apply industry best practices to improve and streamline the service delivery process.

RESPONSIBILITIES:

• Collaborate with stakeholders to define projects’ scope objectives and ensure technical feasibility of each project.
• Coordinate internal resources and third parties/vendors for the execution of projects.
• Develop a detailed project plan to monitor and track progress.
• Develop comprehensive project plans to be shared with clients as well as other staff members.
• Lead a team of project managers for various service delivery projects, both internal and customer driven.
• Educate others regarding the service delivery processes, specifically new hire onboarding into roles that will be active partners with the SD team.
• Ensure that each client gets the same great white glove customer experience.
• Contribute to establishing, refining, and documenting the service delivery processes.
• Maintain high performance levels for service-related processes.
• Build strong relationships with teams and stakeholders to enable collaborative and effective dialogue for service delivery project implementation.
• Accountability for meeting established service delivery metrics and customer expectations.
• Understand third-party as well as internal processes and suggest strategies for service delivery optimization.
• Provide accurate and regular reports and readouts to senior leadership on the status of all active projects.
• Other duties as assigned by Supervisor.
  
  

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in a technical field or business/marketing or equivalent experience.
• At least 4 years of experience in project management or equivalent role.
• Proficiency in automated testing, logging and monitoring concepts and tools.
• Proven track record of managing all aspects of a successful project throughout its lifecycle.
• Strong problem-solving skills and willingness to think outside the box.
• Skilled at working effectively with cross functional teams.
• Excellent written and verbal communication skills.
• Must be willing to travel up to 20% of the time as required by business needs.
  
  

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks
  
  

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.