Overview

　　Job Title: Delivery Project Manager

　　SUMMARY

　　Reporting to the Customer Success Officer, the Delivery Project Manager is responsible for leading the successful delivery of customer solutions for assigned customers. This role establishes and maintains strong business relationships with customers and takes a proactive approach to issue resolution.

　　The Delivery Project Manager (DPM) is a technical PM analyzes current challenges and solutions to maximize customer satisfaction.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

　　Works directly in Jira managing tickets and ensuring the project scope is documented and understood, providing client and executive status reports in Smartsheet

　　Leads the successful delivery of GPD projects and solutions serving as the primary customer advocate

　　Executes assessment of the current state, performs gap analysis, defines, maps, and implements processes

　　Focuses on continuous improvement in delivery processes for efficient and high-quality delivery to customers

　　Serves as point of escalation on all delivery related customer issues, escalations, and complaints to course correct

　　Ensures all open requests include documented status from supporting teams as work progresses (defects, releases, etc.)

　　Proactively manages the day-to-day relationship with the Customer(s) /Customer representatives to ensure a high level of satisfaction

　　Coordinates the requirements and demands of the Customer and effectively prioritizes, communicates, and allocates the work to the appropriate internal stakeholders

　　Effectively prioritizes the demands of the Customer and works issues to resolution to reduce ticket volume and reduce/eliminate aging ticket volume

　　Engages with cross-functional teams as and when required to ensure Customer needs are met

　　Ensures timely delivery and accuracy of regular ticket and management reports for Customer

　　Manages and assures compliance with the SLAs (Service Level Agreements) by working with the cross-functional team to triage, troubleshoot, and resolve areas where contractual service levels are in danger of being breached

　　Assures SLA Reporting is correct, accurate, and delivered to Customer to meet contractual guidelines

　　Requests and attends review meetings, as needed, to ensure swift delivery

　　Leads customer meetings with all levels of stakeholders and effectively communicates status

　　Administers change requests processes

　　Works closely with project team resources to drive the project and proactively manage project risks, issues, and scope adjustments

　　Ensure adherence to standard processes, drive adoption of the ticketing system, and SCRUM practices

　　Closely collaborates with Release Management and SCRUM Masters to meet Customer priorities

　　Implements the appropriate governance & escalation models for all the projects/assignments

　　Keeps team apprised via project plans, meetings, and discussion minutes of project tasks identified, tasks to be completed, and work not completed

　　Drives efficiencies through implementation of Lean framework

　　Other duties as assigned

　　KNOWLEDGE AND RESPONSIBILITIES

　　Broadly applies basic principles, theories, and concepts to job assignments. Seasoned level of full competence that all professionals are expected to achieve in the area. Solves a diverse range of complex technical problems, working with limited direction. Frequently interfaces with internal/external customers and makes significant contributions to department goals and planning efforts.

　　SUPERVISORY RESPONSIBILITIES

　　The Delivery Project Manager is not a direct supervisory role, however, this role will work with critical stakeholders on cross functional teams to manage the projects to successful completion

　　REQUIREMENTS

　　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

　　This role is responsible for hiring, performance management, growth, and development of the team

　　EDUCATION and/or EXPERIENCE

　　Bachelor’s degree in Information Technology, Computer Science, Business or related field or equivalent work experience

　　5-7 years’ overall SDLC / SaaS experience with at least 2 years of experience in Business Analysis or Project Management

　　Experience in handling end to end delivery of IT Software projects and products

　　Strong in Scope Management, Change Management with good negotiation skills

　　Experienced in stakeholder management (Internal and external), managing customer expectations & satisfaction delivery to Quality and Schedule

　　Must have strong Customer interfacing skills with a demonstrated ability to influence and consult with stakeholders (provide options with pros, cons, and risks) to solve business processes and technical problems.

　　Proven success against delivery KPI’s (e.g., customer satisfaction adherence to SLA’s)

　　Strong Leadership, Inter-personal and decision-making skills

　　Strong presentation and communication skills

　　Ability to provide a high level of customer service to internal and external stakeholders

　　Jira and Smartsheet knowledge preferred

　　PHYSICAL DEMANDS

　　The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

　　Tasks involve some physical effort, i.e. some standing and walking, or frequent light lifting (5-10 lb.); minimal dexterity in the use of fingers, limbs, or body in the operation of office equipment. Tasks may involve extended periods of time at a keyboard and extended periods of sitting at a workstation or desk.

　　Tasks require:

　　Sound perception and discrimination

　　Visual perception and discrimination

　　Oral communications ability

　　WORK ENVIRONMENT

　　The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The tasks will generally be performed in a typical office environment.

　　LOCATION/TRAVEL

　　This position will be based out of the Hyderabad office in India. Remote work is allowed, with expectation to travel into office for team meetings as needed, approximately 10-25%.

　　Job Locations IN-Hyderabad

　　ID 2023-3869

　　Category Professional Services

　　Position Type Full-Time

　　HealthEdge 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.