Technical Services Project Manager -Service and Intergrations
Indianapolis, Delaware, United States of America
Full Time
4 weeks ago
Key skills
SQLAnalyticsSWCSQL ServerLoad BalancingChange ManagementCommunication
About this role
South Western Communications
South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.
Title: Technical Services Project Manager – Software and Integrations
Reports To: Director of Technical ServicesClass:
Full-Time
Type: Salaried, Exempt
Position Overview:
Plans, organize, directs, and controls project activities required for effective management of projects. Emphasis on SWC standards and project coordination with internal and external stakeholders for deployments of SWC’s core solutions (initially Rauland NC) and Professional Services projects for channel partners. Deployments in scope will be limited to server software integrations without significant hardware footprint. Works with financial reports, contracts, management reports, and tools to define project problems to assure project profitability. Expectation to lead much of the technical discovery and planning with all stakeholders, as well as completion of self-assigned technical project tasks.
Plans and coordinates deployment activities on assigned projects, with focus on server software integration and professional services:
1. Initiates a comprehensive review of technical considerations and resource needs.
2. Creates a cohesive project plan for scope delivery. Prepares, manages, and executes progress updates on project plans.
3. Accountability for aligning client schedule expectations with project target date coordination and customer deliverables.
4. Determines from reviewing various sources of information the necessary changes in design, contract price, and deployment plan. Implements agreed changes to project scope.
5. Coordinates the procurement of software licensing and materials as applicable.
6. Works with other managers to request appropriate resources for assignment in support of project delivery.
7. Follows internal processes for tracking accurate daily time entries providing visibility to workload and project cost alignment.
8. Primary point of contact or escalation point for clients on any project related task or communication.
9. Provides project performance reports at regular intervals, tracking costs and progress on assigned projects.
10. Reviews and adheres internal QMS processes for project delivery. Maintains all digital records relating to jobs including job status, material purchases, contacts, job changes, quotes, needs assessments, email correspondence, and other control records (prints, submittals, packing list).
11. When self-assigned as the technical resource for any project tasks, follow all internal processes for project plan and task list documentation.
12. Provides input on project performance to Estimation through project close out process.
Implements quality assurance program to continuously improve customer satisfaction.
1. Present a professional image of company when speaking to customers (all levels)
2. Develops a relationship with the decision maker of our customer.
3. Routinely updates customers and key stakeholders on project status and any risks to timely scope delivery.
4. Responsible for customer satisfaction on projects
Monitors job status and controls job costs:
1. Provides up to date information and visibility to determine labor and material requirements.
2. Provides input on required data to office manager for monthly job billings.
3. Ensure proper job management and cost control by reviewing job financial reports.
4. Monitors project reports against scope to identify and minimize scope creep.
5. Devises a plan of action to remedy scope misalignment and implements plan to protect project profitability.
Training and development:
1. Reviews relevant manufacturer technical documentation to stay current with regards to products and best practices.
2. Stays current on industry standards for server and networking deployments.
3. Provides input to management for resource training needs to ensure quality deployment and support.
Job Closure
1. Responsible for completing all paperwork, ensuring POs are completed, warranty letter is sent, and jobs are turned over to service.
2. Job is 100% billed and revenue is taken.
3. Job close out report is completed.
4. Contact Training Specialist and provide contact information for scheduling purposes at the appropriate time according to scheduled completion.
Accountability:
The Technical Project Manager will be accountable to the Director of Technical Services for task completion on assigned projects and for process adherence and implementation standards. Secondary accountability will be to the other executive management team members, and customers of the company.
Qualifications:
Minimum of 2 years in Technical Services position or related broad based progressive experience in information systems and technology integration. Emphasis on knowledge of specific systems and technologies: Responder 5, Enterprise, RTLS, Brekeke for telephony sip integrations. IT&IS certifications and degrees from an accredited college or university with course work in Computer Science, Information Systems, or related field are considered a strong plus. Any industry standard PM certifications are a strong plus.
Required Knowledge, Abilities, Skills:
1. Ability to coordinate and communicate clearly with customer project managers, internal and external stakeholders, and IT resources.
2. Goal oriented and driven for achieving high standards of implementation and support across customer base, while adhering to standards for change control and support documentation.
3. Must be able to demonstrate planning, organizing, controlling, and implementing skills, which allow the proper prioritization and successful completion of tasks with limited guidance.
4. Willingness to follow set standards while providing constructive feedback for improvement.
5. Must be able to effectively handle stressful situations and manage multiple tasks successfully.
6. Excellent written and verbal communications skills with the ability to perform technical review for technical and non-technical audiences.
7. Excellent customer service skills to work with diverse groups to resolve conflicts.
8. Strong motivation to learn through on-the-job training and self-study, supported by scheduled classes, while exemplifying strong problem-solving skills.
9. Experience with server environments deployment and support including Microsoft SQL Server.
10. Experience providing detailed plans and execution for systems migrations.
11. General understanding of network topologies and network protocols such as TCP/IP and SIP.
12. Understands Web server administration, configuration, and integration of applications.
13. Proficiency in the use of personal computers including such programs as MS Word, Excel, and Access.
14. Valid and current driver’s license.
Additional Desirable Experience, Abilities, Certifications:
1. Microsoft Certifications.
2. Cisco Certifications: CCNA and above
3. Experience maintaining Application servers and support APP team for Application and OS troubleshooting.
4. Experience in developing and maintaining Technical Documentation and Instructions.
5. Understanding of Data Center technologies and experience with maintaining a Data Center with Disaster Recovery planning.
6. Load Balancing experience, manage limit access to other hosts, troubleshooting, health checks.
7. SQL general, transactional, historical experience.
8. Data Analytics experience.
9. ITIL Change management experience.
10. SIP and Brekeke (HA design) experience.
Travel and Work Location:
Some overnight travel will be required. Flexible work location including branch office, job sites and work from home when appropriate. Primary work location will be assigned branch office.
Physical, Mental and Environmental Requirements:
1. Employees are required to stand, walk, climb, sit, and use hands and fingers.
2. Some light lifting of objects is required.
3. Reaching, grasping and carrying activities are also required.
4. The noise level in the work environment is usually moderate.
5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
All requirements may be modified to reasonably accommodate individuals with disabilities.
This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.
Title: Technical Services Project Manager – Software and Integrations
Reports To: Director of Technical ServicesClass:
Full-Time
Type: Salaried, Exempt
Position Overview:
Plans, organize, directs, and controls project activities required for effective management of projects. Emphasis on SWC standards and project coordination with internal and external stakeholders for deployments of SWC’s core solutions (initially Rauland NC) and Professional Services projects for channel partners. Deployments in scope will be limited to server software integrations without significant hardware footprint. Works with financial reports, contracts, management reports, and tools to define project problems to assure project profitability. Expectation to lead much of the technical discovery and planning with all stakeholders, as well as completion of self-assigned technical project tasks.
Plans and coordinates deployment activities on assigned projects, with focus on server software integration and professional services:
1. Initiates a comprehensive review of technical considerations and resource needs.
2. Creates a cohesive project plan for scope delivery. Prepares, manages, and executes progress updates on project plans.
3. Accountability for aligning client schedule expectations with project target date coordination and customer deliverables.
4. Determines from reviewing various sources of information the necessary changes in design, contract price, and deployment plan. Implements agreed changes to project scope.
5. Coordinates the procurement of software licensing and materials as applicable.
6. Works with other managers to request appropriate resources for assignment in support of project delivery.
7. Follows internal processes for tracking accurate daily time entries providing visibility to workload and project cost alignment.
8. Primary point of contact or escalation point for clients on any project related task or communication.
9. Provides project performance reports at regular intervals, tracking costs and progress on assigned projects.
10. Reviews and adheres internal QMS processes for project delivery. Maintains all digital records relating to jobs including job status, material purchases, contacts, job changes, quotes, needs assessments, email correspondence, and other control records (prints, submittals, packing list).
11. When self-assigned as the technical resource for any project tasks, follow all internal processes for project plan and task list documentation.
12. Provides input on project performance to Estimation through project close out process.
Implements quality assurance program to continuously improve customer satisfaction.
1. Present a professional image of company when speaking to customers (all levels)
2. Develops a relationship with the decision maker of our customer.
3. Routinely updates customers and key stakeholders on project status and any risks to timely scope delivery.
4. Responsible for customer satisfaction on projects
Monitors job status and controls job costs:
1. Provides up to date information and visibility to determine labor and material requirements.
2. Provides input on required data to office manager for monthly job billings.
3. Ensure proper job management and cost control by reviewing job financial reports.
4. Monitors project reports against scope to identify and minimize scope creep.
5. Devises a plan of action to remedy scope misalignment and implements plan to protect project profitability.
Training and development:
1. Reviews relevant manufacturer technical documentation to stay current with regards to products and best practices.
2. Stays current on industry standards for server and networking deployments.
3. Provides input to management for resource training needs to ensure quality deployment and support.
Job Closure
1. Responsible for completing all paperwork, ensuring POs are completed, warranty letter is sent, and jobs are turned over to service.
2. Job is 100% billed and revenue is taken.
3. Job close out report is completed.
4. Contact Training Specialist and provide contact information for scheduling purposes at the appropriate time according to scheduled completion.
Accountability:
The Technical Project Manager will be accountable to the Director of Technical Services for task completion on assigned projects and for process adherence and implementation standards. Secondary accountability will be to the other executive management team members, and customers of the company.
Qualifications:
Minimum of 2 years in Technical Services position or related broad based progressive experience in information systems and technology integration. Emphasis on knowledge of specific systems and technologies: Responder 5, Enterprise, RTLS, Brekeke for telephony sip integrations. IT&IS certifications and degrees from an accredited college or university with course work in Computer Science, Information Systems, or related field are considered a strong plus. Any industry standard PM certifications are a strong plus.
Required Knowledge, Abilities, Skills:
1. Ability to coordinate and communicate clearly with customer project managers, internal and external stakeholders, and IT resources.
2. Goal oriented and driven for achieving high standards of implementation and support across customer base, while adhering to standards for change control and support documentation.
3. Must be able to demonstrate planning, organizing, controlling, and implementing skills, which allow the proper prioritization and successful completion of tasks with limited guidance.
4. Willingness to follow set standards while providing constructive feedback for improvement.
5. Must be able to effectively handle stressful situations and manage multiple tasks successfully.
6. Excellent written and verbal communications skills with the ability to perform technical review for technical and non-technical audiences.
7. Excellent customer service skills to work with diverse groups to resolve conflicts.
8. Strong motivation to learn through on-the-job training and self-study, supported by scheduled classes, while exemplifying strong problem-solving skills.
9. Experience with server environments deployment and support including Microsoft SQL Server.
10. Experience providing detailed plans and execution for systems migrations.
11. General understanding of network topologies and network protocols such as TCP/IP and SIP.
12. Understands Web server administration, configuration, and integration of applications.
13. Proficiency in the use of personal computers including such programs as MS Word, Excel, and Access.
14. Valid and current driver’s license.
Additional Desirable Experience, Abilities, Certifications:
1. Microsoft Certifications.
2. Cisco Certifications: CCNA and above
3. Experience maintaining Application servers and support APP team for Application and OS troubleshooting.
4. Experience in developing and maintaining Technical Documentation and Instructions.
5. Understanding of Data Center technologies and experience with maintaining a Data Center with Disaster Recovery planning.
6. Load Balancing experience, manage limit access to other hosts, troubleshooting, health checks.
7. SQL general, transactional, historical experience.
8. Data Analytics experience.
9. ITIL Change management experience.
10. SIP and Brekeke (HA design) experience.
Travel and Work Location:
Some overnight travel will be required. Flexible work location including branch office, job sites and work from home when appropriate. Primary work location will be assigned branch office.
Physical, Mental and Environmental Requirements:
1. Employees are required to stand, walk, climb, sit, and use hands and fingers.
2. Some light lifting of objects is required.
3. Reaching, grasping and carrying activities are also required.
4. The noise level in the work environment is usually moderate.
5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
All requirements may be modified to reasonably accommodate individuals with disabilities.
This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.