Project Manager
HealthEdge
- Hyderabad, Telangana
- Permanent
- Full-time
- Works directly in Jira managing tickets and ensuring the project scope is documented and understood, providing client and executive status reports.
- Executes assessment of the current state, performs gap analysis, defines, maps, and implements processes.
- Focuses on continuous improvement in delivery processes for efficient and high-quality delivery to customers.
- Serves as point of escalation on all delivery related customer issues, escalations, and complaints to course correct.
- Ensures all open requests include documented status from supporting teams as work progresses (defects, releases, etc.)
- Proactively manages the day-to-day relationship with the Customer(s) /Customer representatives to ensure an elevated level of satisfaction.
- Coordinates the requirements and demands of the Customer and effectively prioritizes, communicates, and allocates the work to the appropriate internal stakeholders.
- Effectively prioritizes the demands of the Customer and works issues to resolution to reduce ticket volume and reduce/eliminate aging ticket volume.
- Engages with cross-functional teams as and when required to ensure Customer needs are met.
- Ensures timely delivery and accuracy of regular ticket and management reports for Customer.
- Manages and assures compliance with the SLAs (Service Level Agreements) by working with the cross-functional team to triage, troubleshoot, and resolve areas where contractual service levels are in danger of being breached.
- Assures SLA Reporting is correct, accurate, and delivered to Customer to meet contractual guidelines.
- Ensure adherence to standard processes, drive adoption of the ticketing system, and SCRUM practices.
- Closely collaborates with Release Management and SCRUM Masters to meet Customer priorities.
- Implements the appropriate governance & escalation models for all the projects/assignments.
- Keeps team apprised via project plans, meetings, and discussion minutes of project tasks identified, tasks to be completed, and work not completed.
- Drives efficiencies through implementation of Lean framework and other duties as assigned
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- The requirements listed below are representative of the knowledge, skill, and/or ability required.
- This role is responsible for hiring, performance management, growth, and development of the team
- Bachelor's degree in information technology, Computer Science, Business or related field or equivalent work experience
- 5-7 years’ overall SDLC / SaaS experience with at least 2 years of experience in Business Analysis or Project Management
- Experience in handling end to end delivery of IT Software projects and products.
- Strong in Scope Management, Change Management with good negotiation skills.
- Experienced in stakeholder management (Internal and external), managing customer expectations & satisfaction delivery to Quality and Schedule
- Must have strong Customer interfacing skills with a demonstrated ability to influence and consult with stakeholders (provide options with pros, cons, and risks) to solve business processes and technical problems.
- Proven success against delivery KPI’s (e.g., customer satisfaction adherence to SLA’s)
- Strong Leadership, Inter-personal and decision-making skills
- Strong presentation and communication skills
- Ability to provide a prominent level of customer service to internal and external stakeholders.
- Jira and Smartsheet knowledge preferred.
- PMP or CSM certification is preferred but not mandatory.
- Health Care domain knowledge will be added advantage.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The tasks will generally be performed in a typical office environment
- This position with HealthEdge based in Hyderabad, India