IT Project Manager

At Percepta, we bring first-class service across each market we support. As a Remote IT Project Manager, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

This position requires very minimal supervision from senior management staff and is expected to be performed completely independently using an elevated level of decision making on a regular basis. The IT Project Manager follows the established technology management methodology and standards. The IT Project Manager facilitates initiatives related to service excellence, automation, process improvement, software implementations, software development, data networks, telephony, CRM, and other client-based technology. The IT Project Manager is responsible for planning, executing, and evaluating the information technology elements for moderate and complex initiatives from initiation to closure. Responsible for ensuring technical projects are delivered on time, within scope and high-quality standards. Use excellent team facilitation and coordination skills to foster a team spirit.

During a Typical Day, You’ll

• Provide technical leadership throughout the entire project lifecycle, including, but not limited to pre-sales requirements analysis, solution design and development, testing, deployment, and post-go live support.
• Manage IT deliverables for internal IT initiatives and call center program launches from initiation to delivery, ensuring projects are delivered on time with high quality standards.
• Identify project risks, access their potential impact, and develop strategies to mitigate proactively throughout the project lifecycle.
• Assist with the development and management of processes and procedures to support product development, process automation, IT auditing activities, and portfolio management.
• Continuously evaluating project management processes and methodologies, identifying areas for improvement, and implementing best practices to enhance project efficiency and effectiveness.
• Assist with implementing and enforcing quality assurance processes, ensuring that project deliverables meet the highest standards of quality, reliability, and performance.
• Coordinate with third party vendors, internal departments, and clients to manage technology project plans, and metrics reporting as required.
• Prepare and present project status reports, progress updates, to stakeholders, senior management, and clients. Maintain accurate project documentation, including project plans, and other required project documentation as required.
• Regularly communicate technology status and issues including conflicts and/or critical operating barriers with recommendations to both technical and business stakeholders.
• Coordinate and assist with creating test strategy, test plans and test cases as necessary for internal IT projects and client launches.
• Ensure change requests, customer acceptance/approval and all relevant documentation are maintained throughout the project lifecycle.
• Assist Global Service Desk with facilitating incident management and issue resolution as required.
• Conduct post technology reviews to identify opportunities for improvement. Provide feedback to internal departments, clients, and senior management.
• Coordinate with GPMO Project Managers on enterprise projects by providing technical leadership and managing technical deliverables.
• Assures adherence to company standards and policies.
• May be required to support non-IT and other strategic initiatives.

What You Bring to the Role

• Bachelor’s or Master’s degree in Computer science, Information System, Business Administration, or a related field.
• Project management certification (PMP, Agile, Scrum), preferred.
• ITIL Certified, preferred.
• 5 to 8 years of experience managing enterprise-wide software development, infrastructure, and/or call center implementations.
• 3 to 5 years of experience with call center operations and associated technologies is a plus.
• Work in a collaborative team environment.
• Demonstrated decision making and leadership skills managing global teams.
• Strong understanding of software development life cycle (SDLC) methodologies.
• Managing virtual global team members supporting a 24x7 environment.
• Efficient time management skills.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Flexible schedule to manage global and regional technology initiatives as required.
• Comfortable with changing requirements, managing technology projects running in parallel, and aggressive schedules; must be flexible, excellent at multitasking, and able to rapidly adapt and respond to changes in the technical and business environments.
• Solid problem-solving and decision-making abilities, with a keen attention to detail.
• Ability to elicit cooperation from senior management, clients, and other departments.
• Excellent leadership and team management skills, with the ability to motivate and inspire cross-functional teams.
• Ability to uphold confidential and sensitive information.
• Proactively manage professional development and complete Individual Development Plan (IDP).

What You Can Expect

• Base compensation + 10%25 Annual Incentive Plan
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Little More About This Role

• Must be available for occasional travel.
• Occasionally work weekends and outside of core working hours (Monday through Friday 8am to 5pm) to support project deployments or other global initiatives as required.

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

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