IT Project Manager
Microsoft Partner
Total des années d'expérience :26 years, 4 Mois
The job involves overall responsibility of ERP Project implementations and Upgrade projects in terms of Microsoft
Dynamics ERP and Microsoft Dynamics CRM. This includes Managing scope, time & budget (triple-constraints),
resource management, risk management, issues management while ensuring quality in all aspects.
To ensure all projects under Support are provided with adequate services with quality according to SLA.
Job Role:
• Manage both Functional and Technical Support teams to ensure service level objectives.
• Conduct case review meetings with the Support team on weekly basis to identify problems and operational
bottlenecks to streamline case resolution process.
• Ensure service requests are recorded, tickets issued, and resources assigned according to the defined case
management process.
• Manage case analysis, estimation, and approval process with the customer.
• Communicate with customers seeking formal closure for resolved cases, regarding service level issues,
status reports, case escalations, priority, etc.
• Conduct status reviews with customer representatives to ensure service levels are met or exceeded.
• Prepare invoices for customers based on their service level agreements.
• Use of CRM system to establish efficient and balanced workflows that maximize efficiency and produce high
levels of service quality and customer satisfaction.
• Monitor & measure service metrics and utilize to develop standards, improvements, or changes to process.
• Make recommendations for changes to services based on customer feedback and requests.
• Prepare reports for reviews and status updates with the higher management.
In-charge for all functions of ISO 9001:2008 QMS from implementation, management and audit ensuring
quality, continual improvement and customer satisfaction.
ISO 9001:2008 (Dual role) - PHDT
The job involves overall responsibility of IT service management as
The job involves overall responsibility of designing course outlines, syllabus, conducting lectures, exams, and
supervision of student projects.
Academic • Qualified in
Academic • Qualified in
Bachelor in Information Technology
courses: Microsoft Certified Professional (13703989) • ITIL Framework v3
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