Customer Service Project Manager Jobs in Frederick, MD

Position Summary

As an Optimal Project Manager your role is to oversee the Project Delivery and ensure that clients are receiving the expected project delivery experience. Working remotely, you will be responsible for managing all processes and procedures related to the identification, scoping, prioritization, and execution of projects in the portfolio, along with responsibility for managing the delivery individual projects. This will comprise of Optimal staff and engagement with 3rd Party contractors.

Location: Hybrid (two in office days per week)

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Less than 5%

Responsibilities

• Lead and participate in project scoping including task effort assessment and designing / developing specifications for the project's needed equipment.
• Formulate project parameters and assign responsibilities to the appropriate project team member.
• Manage portfolio of active projects including scheduling, coordinating, and monitoring of projects
• Create frameworks to measure the project's metrics and data collection.
• Ensure timely communications and updates are provided to all relevant parties
• Actively lead and participate in project meetings (internal and client facing) to ensure that all information is communicated effectively with respect to project.
• Collaborate with Optimal support team(s) to ensure that project changes are reflected in ongoing support documentation and current client environment documentation.
• Work with technical managers to identify and resolve persistent and lingering issues.
• Ensure project documents are complete, current, and stored appropriately.
• Effectively apply Optimal project methodology and ensure compliance with the applicable codes, practices, policies, performance standards, and specifications.
• Monitor report and action on Key Performance Indicators for Project Services performance, both at a team and an individual level.
• Evaluate and assess project delivery performance metrics, derive actions and plans based on analysis, provide upstream reporting and analysis on Project Services performance and quality
• Performs miscellaneous job-related duties as assigned.

Reporting Relationship

Reports to: Manager of Professional Services

This role has zero (0) direct report positions.

Attributes

To be successful in this position employee will have the following attributes

• Leader without authority. You direct project teams you do not manage. You earn commitment through clarity, credibility, and follow-through rather than reporting lines, and you know when to escalate and how to do it without damaging the relationship.
• Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
• 
  You have the ability to look through data and information to draw conclusions and infer outcomes beyond the surface level. Identifying patterns, trends and correlations in data to assist in decision making
• 
  You have developed time management skills; you have the ability to work and deliver assigned tasks to identified deadlines.
• Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.
• Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.

Skills, Qualifications and Experience

Skills

Mandatory

• Strong knowledge of customer service practices and procedures
• Working knowledge and experience in delivering projects utilizing the PMBOK methodology.
• Strong interpersonal and communication skills, able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
• Strong troubleshooting, problem solving and diagnostic skills
• Strong organizational skills, ability to manage multiple deliveries within required deadlines
• Demonstrated experience with managing IT and technology projects

Desirable

• Demonstrated IT technical experience in a variety of IT disciplines in either a project delivery or support capacity (e.g., Microsoft Windows Desktop and Server Operating systems, Microsoft Azure, Hypervisor technologies (Hyper-V, VMware), Microsoft 365)

Qualifications

Mandatory

• Bachelor's Degree or Higher
• Project Management Professional (PM)

Desirable

• Program Management Professional (PgMP)
• ITIL v4 Foundations Certification

Experience

Mandatory

• 5+ years of experience in providing IT Project Delivery in a technical capacity
• 3+ years of experience IT Managed Service Provider (MSP) Experience (preferable in project related role)
• Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.