Develop a detailed project plan outlining tasks, milestones, timelines, and resource allocation.

•  Set clear objectives and deliverables for each phase of the project.

•  Establish a project timeline with specific deadlines and ensure adherence to it.

•  Identify potential risks and develop mitigation strategies.

•  Monitor risks throughout the project and adjust plans as necessary to address any issues that arise. 

•  Identify all stakeholders, including senior management, customer service staff, IT teams, and external vendors.

•  Communicate regularly with stakeholders to provide updates and gather feedback.

•  Manage expectations and ensure alignment on project goals and progress. 

•  Lead all IT implementation activities associated with the integration of the future solution.

•  Responsible for ensuring the system and solutions meet the needs and requirements of the business. 

•  Responsible for all project management activities, including but not limited to: Change Control, Communications, Risk Management, Budgetary Management and Scheduling.

Execution

•  Work with functional managers to allocate and manage resources, including personnel, budget, and equipment.

•  Ensure the project team has the necessary tools and training to implement the Service Cloud solution.

•  Ensure vendors meet agreed-upon deliverables and timelines.

•  Work with IT and customer service teams to design the system to meet specific requirements.

•  Plan and oversee the go-live process, ensuring minimal disruption to customer service operations.

•  Provide immediate post-implementation support to address any issues that arise.

•  Work with change management team to develop and execute a training plan for all users of the new solution.

•  Manage change within the organization, ensuring staff are prepared for new processes and workflows

Monitor & Control

•  Implement quality control measures to ensure the project remains on track.

•  Monitor the performance of the project against key performance indicators (KPIs).

•  Generate weekly reports to track progress.

•  Communicate project updates to stakeholders.

•  Gather feedback from users and stakeholders to continuously improve the project.

•  Ensure quality of documentation produced meets the program standards.

Education / Experience Requirements

Essential Skills / Experience

•  The ideal candidate will have prior experience in leading a similar initiative in a fast-paced work environment with strong analytical ability.

•  Project management experience with IT system rollouts.

•  Ability to accurately scope projects and consider the full impact of decisions and actions taken.

•  Ability to work well under deadlines and pressure.

•  Effective communicator of issues, facts, and ideas/solutions to senior members of the organisation.

•  Strong problem-solving and analytical skills, developing creative solutions and meeting project objectives.

•  Proven facilitation skills across multiple business disciplines, organisation levels and geographies.

•  Strong presentation, verbal, and written communication skills.

•  Manage personnel directly or indirectly to achieve the objectives of the project. 

Preferred Skills / Education

•  PMP (or equivalent) Certification required.

•  SAP and CRM knowledge is an advantage, but not essential.

•  Experience with deployment of Salesforce.com or SAP, an advantage.

•  Bachelor (or equivalent) degree required.

•  5+ years’ experience in a Project or Program Role required.

•  Must be fluent in English, both written and oral.