Senior Program Manager

Senior Program Manager

The Senior Program Manager will assume full responsibility for overseeing the entire project life cycle for business application implementation projects, ranging from small to large in scale. This includes performing a full range of project management duties, with a key focus on ensuring the successful delivery of our implementation services, meeting client expectations, and maintaining a high level of client satisfaction while effectively managing project scope. In addition, this role will actively contribute to, employ, and advocate for Arctic IT's Project Implementation Methodology, all the while providing support to the Director of Program Services in a variety of tasks and activities.

Responsibilities :

Learns, utilizes, and promotes the Arctic IT's Project Implementation Methodology and work with Practice Managers to improve best practices. Full project life cycle ownership : successful project delivery will include full implementation from initiation to deployment of multiple business application projects across many clients varying in size and complexity. Manages concurrent small to large scale Microsoft Dynamics 365 ERP, Power Platform / CRM, and custom IP solution implementation projects.

Builds relationships and develops trust with key client stakeholders, serving as the primary contact throughout the project, maintaining commitments, and communicating on a regular basis as well as reaching out as necessary with more pressing issues. Plans projects to accomplish goals within constraints such as time, cost, and agreed quality and satisfaction standards. Develops detailed project plans based off the solution to be delivered. Schedules tasks, deadlines, and milestones for resources.

Provides leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones, and delivering excellent client service. Provides status reporting regarding project milestones, deliverable, dependencies, risks, and issues, communicating across leadership. Develops and manages all aspects of project and program engagement from planning, external vendor relationships, communications, resources, budget, change, risks, and issues. Delegates tasks and responsibilities to appropriate personnel.

Evaluates the progress on projects regularly and forecast remaining phases / tasks to complete. Meets frequently with internal and client team members to ensure projects are on track, identify obstacles, and navigate through them. Monitors, tracks, and controls outcomes to resolve issues, conflicts, dependencies, and critical path deliverables. Efficiently and competently manages problem resolution, e.g., scope-creep, changed requirements, missed deadlines, risk, quality issues, etc. Ensures client expectations are met and exceeded in terms of quality of product and service delivered.

Develops project documentation, such as, project kick-off presentations, meeting agendas, status reports, project charters, go live plans. Leads client project kick-off meetings and various types of project meetings. Participates in initial business process discovery meetings with clients to understand scope of the project. Manages gap analysis from requirements gathered to solution proposed with team. Reviews and contributes to the content of implementation documentation, such as, Functional Requirements Document, Gap Analysis, Functional Design Document, Training Documents, Data Conversion Plans. Performs project acceptance and closeout procedures to adequately transition the project to Support Team.

Participates in project billing review as needed and actively engages on project financials. Performs satisfaction surveys throughout the life cycle of the implementations. Ensures Arctic IT's brand and image is represented appropriately. Provides coaching and guidance to project team members. Participates in resource planning and identifying resources required to complete projects.