Sr Project Manager Customer Service (CT)

Purpose

Serve as a Project Manager on strategic, critical, high-risk, regulatory, unique, or complex projects that relate to measuring customer satisfaction and improving the overall customer experience of gas and electric operating companies.  Assume lead role in communicating project status to key stakeholders including sponsors, business leaders, regulators, employees, and customers.  Matrix Manage project resources to avoid conflicts, minimize staffing levels and deliver projects on-time in within budget.  Develop and mentor colleagues regarding project/process management methodology. 

Responsibilities

• Provides leadership on various programs and projects.  Management includes development of scope, creation of project team, management of project team (Matrix style) across business and coordination with IT areas.  Business Requirement Document creation, Functional Design Sign off, Solution Sign review, project design execution, Operational handover and close out.
• Interfaces with different departments within Customer Services to review requirements and proposed functional design.  Coordinate inputs from departments outside of Customer Services, including regulation for requirement validation and outward facing communications.  
• Leads cross-functional project teams.  Holds regular program/project status meetings.
• Is the lead team member with respect to accomplishing day-to-day goals and provides direction and leads decision making.  Holds project team members accountable for results.
• Provides linkage to management for decision making outside of day-to-day program/project team activities.
• Manages Vendor relationships, system integrators, contractors, and contingent workers on a project by project basis.  Project team size for any single project can vary between 5-30 resources.   
• Determine project management delivery style based on methodologies available, the project requirements and the Vendor requirements.  Required to adapt to new styles based on Vendor where applicable, train/coach vendor on AVANGRID process or manage working in an AGILE way where applicable.
• Participates in preparation of plans and budgets for programs and projects.  Manages progress against plans and takes corrective action to offset variances.  Reports to management on progress status.
• Responsible for meeting departmental objective for capital investment for projects.  Manages projects to approved scope, schedule, and budget.  Budget owner for own project portfolio, required to deliver to target and report status to the Customer Services and Systems Director on a monthly basis.
• Develops Key project dashboards for review with Customer Service VP on a monthly basis.
• Maintain and provide accurate project documentation to auditing upon request.

Skills and Requirements

Education & Experience Required:

• Degree in business or related field or relevant Job experience of 5+ years.
• Graduate degree or post-graduate coursework in business or related area preferred.
• Certification as a Project Management Professional (PMP) is preferred (or must be attained within one year of entering position).

Skills/Abilities: 

• Microsoft Suite advanced user.
• Certification for Project/Program management (preferred).
• Trained in Agile Methodology (preferred).
• Certified ScrumMaster (Preferred).      
• At least 3 years of experience of managing projects with IT system components.
• Experience of Managing projects with ERP changes (SAP preferred).
• Management skills including staff development and budget.

Competencies

Our Selection Process

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country