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Senior Lead Project Manager

Company Name:
SAVVIS
Job Description
CenturyLink Technology Solutions, which operated as Savvis until Jan. 21, 2014, delivers innovative managed services for global businesses on virtual, dedicated and colocation platforms. With deep IT infrastructure experience and an advanced network at the foundation, CenturyLink Technology Solutions services are enhanced by flexible automation and customization choices, enabling enterprises to focus on business results and advancements for their customers. CenturyLink Technology Solutions accolades include being named the No. 2 retail colocation provider by Synergy Research Group and Frost & Sullivan and earning cloud and managed hosting leadership recognition from leading industry analyst firms.
CenturyLink Technology Solutions is an operating segment within CenturyLink, an S&P; 500 company listed among the Fortune 500 list of America's largest corporations.
The Senior Lead Project Manager is responsible for the day to day governance of the MIM/MCO (Major Incident Management/Multi-Client Outage) process utilized by the CenturyLink Tehnology Solutions support teams. This role will closely collaborate with the Sr. Manager of Crisis management on the development of the Crisis Management Policy, process and procedures. This role will also include creating, maintaining and updating the governance framework for Crisis Management. In addition the manager will monitor compliance with requirements outlined within the crisis management process. The Sr. Lead Project Manager will raise awareness of the importance of the Crisis Management processes, while continuously working to improve the effectiveness and efficiency of the process to ensure that a high quality of service is delivered to our client base.
Responsibilities/Duties:
Manage, develop and communicate the Crisis Management processes and supporting procedures, working in alignment with global process owners
Set global objectives and targets for Crisis Management execution
Define appropriate Critical Success Factors, Key Performance Indicators to appropriately measure CTS'' ability to meet client requirements and improve core process performance
Assist the Sr. Crisis Manager in developing and conducting of simulated crisis management drills
Provide senior management and executive level performance updates
Audit the Crisis management process performance through metrics, case reviews, review of recorded calls and employee interviews
Schedule and govern the Root Cause Analysis briefings for applicable crisis events.
Maintain an action item register to track key findings from Root Cause Analysis
Collaborate across the business areas to ensure global consistency and an overall quality approach, including to drive training programs from identified areas that require focus
Address customer satisfaction ratings through corrective actions
Identify development and coaching opportunities related to the various forms of Human Error
Develop and maintain relationships with internal and external customers to improve Customer satisfaction and overall operational execution.
Critical skills:
7-10 years of previous experience in an enterprise, IT or service provider environment supporting Network and Hosting technologies required
Outstanding skills related to the ability to influence without authority
Ability to lead teams with confidence and accuracy
Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to work well in team environment
Excellent verbal, written and analytical skills
An ability to engage and delegate without reporting line authority.
Ability to work independently, analyze problems and make decisions with minimal management intervention.
Strong conflict resolution and stress tolerance skills
Strong analytical, diagnostic, problem solving , critical thinking and communication skills
Ability to lead, facilitate, develop and conduct presentations
ITIL v3 Certification
Desired skills:
Proficiency with reporting tools
Proficiency with Microsoft Power Point and Excel
Previous experience with Project Management
Previous experience with incident management processes
Education or Equivalent Experience:
Bachelor's degree or equivalent education in related fields
ITIL Foundation Training
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

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