Sr Manager, Project Management Office

Job title: Sr Manager, Project Management Office

Job description: Sr Manager, Project Management Office

Department: Proactive Operations

Employment Type: Full Time

Location: Canada – Remote

Description

Leveraging our standard technologies and processes, coupled with our people and corporate structure, we deliver a superior result for our clients. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue, and enhanced business agility.

The Sr Manager, Project Management Office is responsible for ensuring that the delivery and management of client projects are completed in a way that ensures outstanding client results, adherence to budget and reduced friction for support teams after implementation. A Sr Manager of PMO (Project Management Office) must be a client advocate, committed to an elite client experience and able to inspire the same commitment and excellence from the PMO team. The Sr Manager manages and leads teams of Project Coordinators and Managers and assists VC3 with developing processes for effective project management that span multiple functional groups outside of the Project Management Office.

The Project Management Team is responsible for the success of each project and works closely with project stakeholders to provide leadership, strategy, follow-up, and direction that ensures successful implementation. They carefully monitor and manage projects to both identify and respond to any risks that may arise with the potential to jeopardize this success.

To ensure an exceptional result, a clear understanding of the challenges and opportunities our clients face and how our teams as a whole combine to deliver our promise must be thoroughly understood. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.

Culture is an integral part of working at VC3. Our company DNA represents the most important values; the ones we live by: Serve as One

“Serve as One” is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.

Passionately Curious

“Passionately Curious” is about challenging the status quo, continual improvement, and constantly learning.

Own It

“Own IT” is about having the courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.

Go Beyond

“Go Beyond” is taking that extra step to create moments that are unexpected but appreciated.

Our Just Cause – “Developing Growth-Minded People” – is about creating and sharing excitement and opportunity with those we work with to nurture their growth-mindset.

The “VC3 Way” is our set of people, process, and technology, that produce a superior, predictable result for our clients. You must always be aware of and maintain this standard. You will be expected to understand that it is a living guide that is always updating and developing based on key influences from our team, based on the needs of our clients.

Key Responsibilities

• Be a leader in the organization around project management standards, including both client facing and internal understanding:
• Stay current on technology evolution, standards, best practices, and market needs.
• Look for opportunities for increased project efficiencies across all departments through process improvement initiatives.
• Analyze and review patterns of risk and friction within the project implementation process to identify issues that can be resolved with training, communication, or better processes, always maintaining an elite client experience as a top priority.
• Develop, implement, effectively maintain, and continually update Project Management and Execution processes, standards, guidelines, and procedures across VC3.
• Manage and guide multiple Project Management Teams to produce best in class results:
• Provide leadership to and develop Managers, Leads, and Individual Contributors in your reporting structure.
• Work with teams to ensure consistent project charters are being created and delivered with an elevated level of excellence.
• Review and manage project backlog to ensure services are being correctly scheduled and prioritized.
• Ensure that project execution is performed on time, within budget and with exceptional results for the client and the support teams.
• Work closely with the Project Managers to ensure that status updates and invoicing for projects are completed accurately and on time.
• Ensure project financial forecast is accurate and up to date
• Ensure that post implementation reviews (PIR) are completed in a timely manner at the end of every project, with clear accountabilities for action items to make the next project more successful.
• Develop reporting within VC3 to show and improve project quality, both internally and with the client.
• Review teamwork for quality and detail, driving client productivity and efficient support of newly implemented systems.
• Ensure documentation is accurate and complete for all changes and updates.
• Drive the team to collaborate with other departments throughout the organization, including Client Strategy and Solutions, Implementation, Service Delivery and Finance to continuously improve the client experience before, during and post project implementation.
• Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed.
• Manage any high visibility, complicated, or other projects as assigned.
• Responsible for the scheduling, time, and utilization management of team members. Ensure every hour is a profitable hour and that workflows and procedures are being followed.
• Manage team performance and tools to meet or exceed SLO’s.
• Ensure objectives are clear, progress is tracked, and results are reviewed.
• Perform staff reviews, manage headcount and capacity planning, hiring and overall HR management for your team.
• Build a culture of continuous improvement and high performance via feedback, coaching and staff development.

Additional Responsibilities:

• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Receive mentoring and feedback from peers and others
• Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
• Actively lead and /or participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
• Create and update documentation when changes or occur, or when discoveries are made
• Attend monthly training & team meetings as required.

Performance Deliverables:

Each employee’s performance is tracked through both leading and lagging key performance metrics:

• Utilization (Chargeable): This is a measure of the time spent specifically working on something for a client (ticket or project) versus non-client focused work types (Admin time, meetings, training). PTO is excluded from this calculation.
• Post Implementation Reviews (PIR): Post-implementation reviews are completed after every project to acknowledge wins and challenges and to ensure client documentation is properly updated. These reviews are essential.
• Project CSAT (Client Satisfaction): Project CSAT is the measure of how a client feels about the execution and implementation of a project. Driving this number forward helps us measure the client experience.

Skills, Knowledge and Expertise

• Degree or Diploma in an IT/Project Management based curriculum, or at least 7 years’ direct experience in managing and running advanced projects, with demonstrated senior level expertise and experience running multiple large scale projects.
• 7+ years relevant management or leadership experience involving the project management office.
• Project Management Professional (PMP), Program Management Professional (PgMP), Portfolio Management Professional (PfMP) or proven comparable experience.
• Possesses a high level of self-motivation and initiative, consistently taking ownership of tasks and projects.
• Demonstrate a strong sense of autonomy and resourcefulness, capable of making independent decisions and solving problems without relying heavily on coaching or direction.
• Exhibit excellent time management and organizational skills, effectively prioritizing tasks and allocating resources to meet deadlines and achieve objectives without extensive oversight.
• Displays a proactive and self-directed approach to learning and staying updated on industry trends, seeking out relevant information and resources to enhance their knowledge and skills.
• Shows the ability to adapt and thrive in ambiguous or uncertain situations, quickly assessing and navigating challenges.
• Possesses strong critical thinking and decision-making abilities, evaluating complex situations and determining the best course of action, while considering the broader organizational goals and objectives.
• Demonstrates effective communication skills, both written and verbal, articulating ideas and expectations clearly and concisely, minimizing the need for frequent guidance or clarification.
• Capable of assuming the responsibilities and duties of the Sr Director of Proactive Services in their absence, providing seamless coverage and ensuring continuity of operations within the department
• Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communication.
• Extraordinarily strong interpersonal skills, able to build effective working relationships, solicit co-operation and resolve conflicts with various stakeholders internally and externally.
• Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.

Additional Information

• The applicant selected will be subject to criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.
• Some travel may be required.

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.

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