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Title: Project & Change
Delivery Manager
Department:
Operations
Responsibility for:
Individual Contributor RoleTravel
Required: Yes /
Infrequent
Reports
to: Sr Director Operations
& Service Delivery
Location:
TP Office in East Point Business Park - Dublin, 5 days a week
Onsite role
Contract
Type: Full Time -
Permanent
Grade:
TBC
Overview Project & Change
Delivery Manager plans, executes, and closes projects, ensuring
they are delivered on time, within budget, and according to
specifications. They define project goals, manage resources and
teams, mitigate risks, and maintain clear communication with
stakeholders throughout the project lifecycle. They are ultimately
responsible for the successful outcome of the project and change
delivery.Key
Responsibilities and Accountabilities
(may perform other duties as
requested not specifically addressed in this
document) Planning & Scheduling: Defining project scope,
goals, milestones, and timelines.Resource & Budget Management:
Allocating resources efficiently and controlling costs to stay
within budget.Team Leadership: Assembling, directing, and motivating
project teamsRisk Management: Identifying, monitoring, and mitigating
potential project risks.Communication & Reporting: Keeping stakeholders,
clients, and upper management informed of
progress.Quality
Assurance: Ensuring deliverables meet expected standards and
project goals.Project manage multiple small to medium scale projects
from scoping through to Implementation and roll
outPartner with
cross-functional partners internally and externally (such as
Markets, Policy, Quality, Training and WFM) to enable outsourcing
operations that help improve our community experience and
supportIdentify
potential risks or issues with project implementations, and
proactively drive communication with internal and external
stakeholders during projectsTranslate business requirements into implementation
plans, furthering our mission of protecting and supporting our
client communityPlay an active role by contributing to improving
policies, products, processes and support system
solutionsSOW
Compliance, Facilities Coordination, SOW Audit Compliance,
Projectization, Inventory ManagementClient Syncs - Upcoming Projects,
Task Management, Escalation ReportChange Management – Attend CAB
meeting, Drive Changes & updates process, Business Review
Management, Weekly/Monthly/Quarterly Review
ManagementAgenda
Coordination, Changes & Updates Reporting, Non-Conformance Task
Management
- Other duties as
assigned.
Main Job
Requirements
Specific Training
- Bachelor’s degree or
equivalent experience in BPO
Experience
- Graduated, PMP certified,
Financial Acumen - Prior BPO Projects, Transitions (Lift & shift, New
Program Launches) experience - 5+ years Project Management, Program Management and
Change delivery experience, with expertise in process management,
operations-based projects and a strong track record in
implementation of these projectsProven ability to manage
multiple projects concurrently through successful implementation in
an operational environment - Proven ability to optimize Scope, Quality, Time &
Cost aspects of Projects - Ability to work in a fast-paced environment with
minimal guidance - Experience working with internal/ external
stakeholders in multiple geographic regionsADKAR Model for Change
Management: Focuses on individual transitions: Awareness, Desire,
Knowledge, Ability, and
Reinforcement - Experience of working with MSP
and born in cloud clients preferred - Experience
in BPO and Contact Centre
environments - Experience of supporting large
Operations (500+) with strong focus on engagement and work
culture
Required
Skills
Functional Skills
- PMP, Prince2
certified - Technical support, Customer Service,
Trust & Safety domain experience
preferred - Organization & Planning: Strong
project management methodologies (e.g., Agile,
Waterfall). - Communication: Excellent
interpersonal skills to manage diverse teams and client
expectations. - Problem-Solving: Ability to
handle unexpected issues and adapt to
changes. - Tools: Proficiency in project
management software (e.g. MS Project,
Jira) - Proficient use of Microsoft Office tools
including MS Word, PowerPoint, Excel, Outlook and
others - Ability to use Excel’s advanced
analytical tools such as run charts, histograms, pareto charts,
scatter plots etc, preferred
role. Applicants must hold a valid and sufficiently long permission
to work in Ireland to enable them to perform the role on an ongoing
basis. Where work permission is due to expire shortly, the Company
may require evidence of a pending renewal application to progress
an offer.
[This role is not eligible for employment permit
sponsorship. xcfaprz Applicants must already have, and maintain, a valid
permission to work in Ireland for the duration of the
role.]
Sprachkenntnisse
- English
Hinweis für Nutzer
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