IT Infra Project Management

Previous Employment Details:

Current Roles and Responsibilities as Service Delivery Manager
September 2014 to Till date

Plan the project
· Define the scope of the project in collaboration with senior management
· Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project
· Determine the resources (time, money, equipment, etc) required to complete the project
· Develop a schedule for project completion that effectively allocates the resources to the activities
· Review the project schedule with senior management and all other staff that will be affected by the project activities; revise the schedule as required
· Determine the objectives and measures upon which the project will be evaluated at its completion

Staff the project
· In consultation with the appropriate manager, recruit, interview and select staff and/or volunteers with appropriate skills for the project activities
· Manage project staff and/or volunteers according to the established policies and practices of the organization
· Ensure that personnel files are properly maintained and kept confidential
· Ensure that all project personnel receive an appropriate orientation to the organization and the project
· Contract qualified consultants to work on the project as appropriate

Technical Dimensions:
· Working knowledge on Process Improvement (Six Sigma) and Project Management Tools in managing project to be in line with industry standards. Participate in creation of RFIs, RFPs, SOWs, and Work Orders for new customers.
· Create business plans, proposal presentations, and identify new business opportunities.

Implement the project
· Execute the project according to the project plan
· Develop forms and records to document project activities
· Set up files to ensure that all project information is appropriately documented and secured
· Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project
· Establish a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project
· Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards

Control the project
· Write reports on the project for management and for funders
· Communicate with funders as outlined in funding agreements
· Monitor and approve all budgeted project expenditures
· Monitor cash flow projections and report actual cash flow and variance to senior management on a regular basis (monthly/bimonthly)
· Manage all project funds according to established accounting policies and procedures
· Ensure that all financial records for the project are up to date
· Prepare financial reports and supporting documentation for funders as outlined in funding agreements

Evaluate the project
· Ensure that the project deliverables are on time, within budget and at the required level of quality
· Evaluate the outcomes of the project as established during the planning phase

Quality Assurance
· Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
· Optimization of processes
· Coordinate cross-domain processes with the process managers to manage the continual improvement process
· Ensure that the processes are adequate with the tools (ITSM & CMDB)
· Maintain the chain of responsibility and the resolution of IT service problems (including any escalations) on a daily basis
· Lead change management and promotion/communication around these processes
· Continually search for areas for improvement to ensure service efficiency and thus continually improve quality and customer satisfaction
· Maintain and add to the services catalog
· Tool up his/her activity
· Act as crisis manager in case of an incident
· Liaise with his customer(s)

SLAs & KPIs
· Define performance measurement indicators
· Conduct service level reviews (KPIs) to qualify the success of services provided.
· Propose changes in calculating these KPIs or ways of developing KPIs that are more representative of quality of service
· Ensure that service levels are met (SLAs)
· Ensure the relevancy of the OLAs/SLAs for new services
· Validate requests made to teams;
· Follow-up the execution of demands
· Escalate to management for non-standard demands;
· Liaise with the Operational Change and Planning team
· Analyze and evaluate the real service performance against the SLAs and OLAs
· Analyze the metrics and objectives of the SLAs
· Analyze the metrics and objectives of the OLAs