Job Description

What Will you do?

Project Planning & Delivery

· Lead IT projects from initiation to closure, ensuring adherence to project management methodology and

best practices.

· Prepare project plans, schedules, budgets, risk matrices, and resource allocations.

· Develop business requirement documents (BRDs), scope of work, and detailed project charters.

· Steer projects through check-points, status reviews, and steering committee updates.

· Ensure successful implementations of new sites, contact center technologies, and digital solutions from an IT

perspective.

Stakeholder Management

· Interface with business units, IT Operations, Application Development, vendors, and external stakeholders.

· Facilitate communication, align expectations, and resolve project conflicts or escalations.

· Ensure project alignment with business strategy, digital transformation objectives, and IT governance.

Budget & Resource Management

· Track project budgets, forecast resource requirements, and optimize resource allocation.

· Approve project expenses, monitor cost variances, and ensure financial accountability.

· Assign project tasks to team members, monitor performance, and ensure delivery commitments are met.

Governance, Risk & Compliance

· Maintain project documentation, risk registers, change requests, and issue logs.

· Ensure adherence to enterprise project governance frameworks, IT policies, and regulatory requirements.

· Identify, assess, and mitigate project risks; escalate major risks to Lead – IT Project Management or Head of

Digital Transformation.

Testing & Handover

· Oversee User Acceptance Testing (UAT) and ensure business and IT sign-offs.

· Coordinate the handover of projects to IT Operations teams (for infrastructure/contact center) or Application

Development teams (for ERP and transformational projects).

· Ensure knowledge transfer, training, and support documentation are delivered during handover.

Continuous Improvement

· Drive continuous improvement initiatives in project management processes, tools, and templates.

· Contribute to lessons learned, best practices, and PMO knowledge repository.

Technical Skills

Project management for IT, digital, and contact center projects ERP implementation and enhancement projects IT operations, infrastructure, and digital platform knowledge Risk management, budgeting, resource planning, and project governance Proficiency in project management tools (MS Project, JIRA, Smartsheet, or equivalent) UAT planning and coordination, BRDs, and scope definition Call Center industry background is plus.

Professional Experience

6-9 years of experience in IT project management with at least 3 years in managing medium to large scale projects ITIL Foundation (optional, for IT process alignment) PMP (Project Management Professional) PRINCE2 Practitioner Agile / Scrum Master / SAFe certifications (preferred).

Management Experience: 2 years of project management & excellent stakeholder management.