Alliance Managed Service Project Manager

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    • The AMSPM has primary responsibility for the success of Alliance managed service (AMS) projects assigned to them in terms of managed service scope, budget and schedule. To this end, the AMSPM will conduct assigned Alliance managed service projects in accordance with the EAC Service Project Delivery Assurance process.  It may at times happen, in the course of Alliance managed service project execution, that other priorities (e.g. account management priorities, customer success priorities, or internal departmental priorities, etc.) will compete with project success.  The AMSPM is expected, in these situations, to be the advocate for the managed service project and its success.

    It is expected that the AMSPM will be able to manage more than one project a time depending on the complexity of the projects involved.  It is also expected that the AMSPM will pro-actively ask for help if their workload exceeds their ability to successfully manage.

    Department

    Business Development

    Reports To

    Director of Project Management

    EAC Contact

    EAC Human Resources

    Location

    Remote

    Essential Job Functions

    Communications – Serve as the single point of contact (SPOC) for the managed service, both internally and externally.

    External – Conduct the formal Alliance on-boarding process (per EAC standards) for new managed service engagements

    • Conduct bi-weekly managed service status meetings and manage to resolution any issues, actions or questions arising from those meetings.
    • Prepare client-facing bi-weekly managed service status report in the form of an Alliance managed service catalogue dashboard (per EAC standards).
    • Work with Sales and Account Management to proactively schedule renewals of the managed service
    • Maintain a list of known scope issues which should be addressed at the renewal period

     

    Managed Service Scope – The AMSPM shall “own” the managed service scope:  To this end, they shall review and familiarize themselves with the managed service Statement of Work (SOW) including, but not limited to:

    • Review and clarify with EAC stakeholders (e.g. solution architects, department leads, technical leads) any items in the managed service SOW which are unclear.
    • Identify and manage to resolution any apparent discrepancies between the managed service SOW and the client’s understanding of the scope, budget or schedule.
    • Generate formal change requests to address any managed service issues around scope, budget or schedule.
    • Many managed service engagements include a “bucket of hours” to be used at the client’s discretion.  In these cases, AMSPM serve as the single point of contact for specific client requests made to “bucket”.

     

    Managed Service Budget: The AMSPM shall maintain the “official” project financials and ensure that the project financial reporting in NetSuite is accurate.

    • The success of Alliance managed service projects is reckoned against the monthly “run rate” of the engagement.
    • If the run rate is not in accord with the SOW, the AMSPM shall escalate the project internally to assist with establishing the root cause and EAC’s response.

     

    Managed Service Timeline: The AMSPM shall create and maintain the official project timeline

    • The official project timeline is generally provided with the SOW
    • The AMSPM shall identify and manage to resolution any contingencies, risks or liabilities which arise in the course of executing the work.

     

    Continuous Improvement – Due to the rapid expansion of the Alliance Managed Service Offering, there is a need for continuous improvement to streamline the operation of the business. The AMSPM will play a critical role in the success of that process.  To that end the AMSPM shall do the following:

    • Maintain a list of “lessons learned” for any issues which occur in the course of the managed service
    • Conduct “after action” sessions when issues occur
    • Generate, to the greatest extent possible, formal artifacts, which can subsequently be expanded for more general use, for any issues which occur.

    Education and Experience

    An equivalent combination of education, training and experience will be considered.

    • Bachelor’s Degree in management, business or a related field
    • 2+ years’ professional experience in an Enterprise Software company or equivalent
    • 3+ years industry knowledge

    Knowledge Skills and Abilities

    Knowledge, skills and abilities which may be representative, but not all-inclusive of those commonly associated with the position.

    • Understanding the implications of new information for both current and future problem-solving and decision-making
    • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
    • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
    • Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things
    • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
    • Understanding written sentences and paragraphs in work related documents
    • Talking to others to convey information effectively
    • Communicating effectively in writing as appropriate for the needs of the audience
    • Teaching others how to do something
    • Bringing others together and trying to reconcile differences
    • Persuading others to change their minds or behavior
    • Actively looking for ways to help people
    • Being aware of others’ reactions and understanding why they react as they do
    • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
    • Motivating, developing, and directing people as they work, identifying the best people for the job
    • Knowledge of various project management methodologies
    • Proven leadership skills
    • Cost and risk management skills
    • Excellent communication, interpersonal and negotiation skills
    • Ability to make important decisions under pressure
    • Problem-solving skills
    • Ability to delegate effectively
    • Time management skills
    • Friendly and approachable
    • Requires both hard and soft skills

    Work Environment

    Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

    • Ability to motivate in a remote environment

    Physical Abilities

    Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

    • Light sedentary office work