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Project Manager 2 - 16536

Burnaby, BC
We are redefining our Managed Services business customer experience. You will join a fast-paced team focused on project delivery and change management while working closely with an ITIL driven Service Management Office (SMO) that defines, maintains and manage processes, policies and standards for IT Service Management (ITSM) in support of the business vision. Our processes inform the development of ServiceNow, our tool of choice to support our ITIL best practice approach to ITSM.

As a Project Manager focused on Operational Readiness and Training (ORT), you will be responsible for ensuring our operational readiness activities are planned, developed and executed in accordance with the project and program timelines resulting in a smooth transition into live operations. You will be working and communicating with a diverse group of stakeholders.

Responsibilities
• Day to day management of an operational transition project/projects
• Report against, project development objectives, deadlines and quality expectations and stakeholder reporting
• Develop, maintain and drive successful outcomes within the delivery project plan
• Contribute to the end to end project transition plans
• Create and implement operational transition plans and applicable training strategy/materials
• Engage and manage stakeholders effectively, resolving issues and understanding drivers/needs
• Build effective relationships in order to elicit information from key individuals internally and externally
• Plan and oversee activities including training ensuring they are managed within the project budget, and in accordance with timelines and quality criteria
• Achieve sign off acceptance of change, and benefit realization
• Look ahead for potential issues and take preventative action to mitigate any risks or issues in advance

Required Education and Experience
• 5+ years of relevant work experience
• Bachelor’s Degree or equivalent work experience
• Project management experience, specifically experience leading transformation activities within a service operations environment

What you need to do to be successful:
• Be proactive in every way possible and have a passion for change
• Be an energetic self-starter in a fast-paced, constantly evolving environment
• Excellent communications skills both oral and written
• Respond to challenging priorities with a sense of urgency and pace
• Build and establish strong and effective lateral relationships and credibility
• Build and sustain effective communications with other roles involved in the project
• Drive results and inspire team members to embrace change
• Develop and maintain an agreed upon project plan and detailed stage plans
• Have a familiarity with the Organisational Change Management (OCM) concepts
• Work with ServiceNow Project Managers, Operations teams, and Change Management Practitioners to assess the change and the training needs to define Training and Readiness plan
• Perform or coordinate stakeholder analysis and engagement to effectively meet the training needs
• Assess communication needs and maintain clarity throughout the Training and Readiness project
• Demonstrate knowledge of Continuous Service Improvement (CSI) principles to constantly improve the way we do things and build strong frameworks.
• Effective influencing skills, ability to drive results independently
• Demonstrate strong analytical skills
• Demonstrate high level communication skills written and spoken
• Apply quality management principles and processes
• Help manage and execute implementation of SMO strategy
• Help plan and implement governance within the SMO
• Ensure that all ITIL processes are considered when deploying projects and processes

Must to have skills:
• 5+ years of relevant work experience
• Bachelor’s Degree or equivalent work experience
• Project management experience, specifically experience leading transformation activities within a service operations environment

Nice to have:
• Project Management Professional (PMP)
• ITIL Foundations
• Experience with ServiceNow
• ORT or service implementation experience

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