Senior Project Manager - Nashville - ITCON Services

Description

ITCON is seeking a Senior Project Manager to lead the newly established National Coordination Center. The Senior Project Manager (SPM) is responsible for the overall management and leadership of the project team. Acting as the primary liaison between ERO leadership and the contracting team, the SPM ensures seamless communication, effective coordination, and the successful execution of project objectives. This position demands a high level of strategic planning, oversight, and adaptability to handle high-profile tasks and quick-turnaround deliverables. The SPM plays a critical role in ensuring the success of the project by providing leadership, strategic direction, and technical expertise while maintaining the highest standards of quality and efficiency. This position demands a combination of strategic leadership, technical expertise, and operational efficiency to ensure the success of the project and the fulfillment of contractual obligations. The SPM is integral to driving innovation, maintaining quality standards, and achieving program objectives. The role encompasses a wide range of responsibilities aimed at ensuring effective management, operation, and improvement of coordination center activities.

Responsibilities include, but are not limited to, the following:

1. Strategic Planning and Operational Oversight:
   • Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
   • Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards.
   • Contribute to organizational strategic plans and reviews.
   • Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project.

1. Technical Expertise and Systems Management:
   • Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces.
   • Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations.
   • Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses.
   • Manage system upgrades, process improvements, and quality assurance programs.
2. Continuous Improvement and Knowledge Development:
   • Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management.
   • Attend educational workshops, review professional publications, establish personal networks, benchmark best practices, and participate in professional societies.
   • Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business.

1. Systems Analysis and Problem Solving:
   • Formulate and define system scope and objectives based on user needs and a thorough understanding of business systems and industry requirements.
   • Devise or modify procedures to solve complex problems, considering system capacity, operational time, and desired results.
   • Analyze business and user needs, document requirements, and translate them into system specifications.
   • Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments.
2. Goal Achievement and Value Creation:
   • Accomplish organizational goals by accepting ownership of new and unique requests.
   • Explore opportunities to add value and enhance job accomplishment.

Minimum Qualifications:

• Must be United States Citizen (Required by government contract).
• Proven experience leading projects or contracts with demonstrated ability to manage a project and provide guidance and direction for specific tasks or sub-tasks.
• Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance.
• Strong knowledge of customer interaction systems, voice networks, and user interfaces.
• Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements.
• Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management.