Senior Project Manager

Job Purpose -

Manages all types of projects/accounts, including highly complex or critical accounts, to implement solutions to clients that result in excellent customer satisfaction, retention and is on budget. Applies advanced project management, customer relationship skills and product/solution experience to meet project requirements and deliver a positive customer experience.

Key Responsibilities

• Operational Excellence

  Delivers all types of projects, especially for complex projects, new accounts and/or new business. Manages all facets of theproject/account, including more complex factors (e.g., multiple components, complex requirements, stakeholder maps, multi-program/large portfolio accounts). Works with technologists on set ups and/or configurations. Devises and optimizes complex workflow processes that enable a more effective and efficient service to the customer. Acts as the main contact for the customer and ensures all aspects of the project are meeting agreed objectives. Leads contributors (colleagues, providers) in executing project deliverables, meeting established KPIs, resolving issues and handling customer relations. Communicates any potential buying needs or relevant feedback to the Sales team that could provide an opportunity for SDL.

• Delivers Quality, Value and Results

  Applies deep project/account management expertise and customer knowledge to complex and/or new projects to ensure clear expectations are set, an effective course of action is in place, and timeline and KPIs/budget are met. Works closely with the project team and customer to proactively monitor and adjust complex aspects of the plan to ensure success. Independently resolves most issues and/or quickly escalates to the appropriate person following it to resolution. Demonstrates credibility with customers that lead to improved efficiency, new project opportunities, and/or revenue potential.

• Functional Excellence

  Identifies opportunities for improvement and potential solutions, especially across broad and complex processes that have a significant impact on customer satisfaction and potential revenue streams. Applies advanced knowledge of the vertical and localization technologies (e.g., Studio, TMS, Multitrans, World Server, Helix, Atlas) to meet the customer’s expectations. Works with other functions (e.g., Vendor Management, Engineering, Risk & Quality) to drive customer excellence and achieve business goals and strategies. Helps to develop project and account management expertise within the PMO/Production function by coaching and mentoring others and providing performance feedback.

• Relationship Building

  – Builds trust and confidence that leads to customer advocacy and sales opportunities by delivering exceptional results, dealing with complex issues, and demonstrating how solutions can add value to the client. Partners and collaborates internally and externally to ensure effective communication and coordination of activities.
• Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements.
• Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
• Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
• Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.
• Shows a genuine effort to work as a unified organization to achieve business goals.
• Successfully achieves results, diligently working to overcome obstacles to achieve goals.

Skills & Experience

• Typically requires at least a degree or equivalent combination of education and experience.
• Typically requires minimum of 5 - 8 years related experience Post graduate course work may be desired.
• File preparation, analysis and reintegration of all projects using appropriate in-house or third party tools.