Role Purpose:

Drive organizational effectiveness by providing project coordination and operations assistance to Global Services

Job Specifications:

Qualifications:  

  • Bachelor’s degree in Sciences, Business or Operations.
  • At least 2 years of relevant experience coordinating/managing projects and/or supporting the operations of customer Services Teams.
  • Demonstrable experience establishing project work plans and schedules; monitoring, reviewing, and evaluating progress.
  • Highly organized with a strong attention to detail.

Special Skills & Knowledge:        

  • Hands-on experience managing delivery of software services engagements.
  • Experience understanding, tracking, reporting and managing key financial and operational metrics for software services organizations.
  • Demonstrated ability to work with multi-cultural, global teams.
  • Technical proficiency with business applications such as MS Office, Project, CRM, NetSuite/OpenAir, Spotfire among others.

Key Competencies:        

  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills and a collaborative management style.
  • Experience working effectively in a diverse, global environment.
  • Ability to assess situations from multiple viewpoints; Communicate by presenting facts & data; Challenge & debate issues of importance effectively.
  • Planning, prioritizing, reporting, problem solving and analytical capabilities.

Key Accountabilities:

Strategic:

Takes the initiative to identify opportunities for continuous improvement of operational systems and processes; worked with Operations manager/director to implement.

Operational:      

  • Monitor and manage resources allocation to optimize global utilization in delivery, presales and developing assets.
  • Coordinate availability, assignment, schedules.
  • Monitor the productivity of the personnel and work with managers to optimize resources utilization.  
  • Monitor timesheets compliances.
  • Update and monitor staff skills systems. 
  • Monitor and assigned staff on the development of Services Assets and training material creation.
  • Monitor and track Services projects and project data.  
  • Assist Project Managers with administrative tasks in OpenAir.
  • Resolve issues on projects as required.
  • Assist Informatics Operation to resolve issues – in OpenAir and NetSuite
  • Assist in writing documentation to support the development of processes, procedures, Work Instructions, templates, …
  • Monitor compliances to processes.
  • Update Metrics dashboard as required (Spotfire).