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Lead Engagement/pmo Manager Resume

SUMMARY

  • Management Leadership Visionary, resourceful executive with specialty expertise in Business Strategy, Agile development settings and proven success innovating state - of-the-art SaaS solutions on time and under budget. Respected leader of diverse, cross-functional teams and highly regarded as a key resource, critical thinker, and out-of-the-box problem solver by senior executives. Strong understanding of the relationship between technology, customer service, and strategic business interests with mindset proven to drive multimillion-dollar per annum savings.
  • Product Management Business technology trends, ecommerce operations, real-time customer segmentation, process improvement, web analytics, payments and enterprise risk management. Specialize in creation of elite digital customer service.
  • People Management Respects and leverages human capital with detailed experience in motivating, mentoring and leading talented professionals by living the culture and leading by example. Direct cross-functional teams using interactive and motivational leadership that spurs people to willingly give 110% effort and loyalty.
  • Results Orientation Cultivates team culture that leverages business drivers into practical results like profitable revenue, margin improvement and satisfied customers. Lives Peter Drucker’s customer focus and Tom Peters’ bias for action.

PROFESSIONAL EXPERIENCE

Confidential

Lead Engagement/PMO Manager

Responsibilities:

  • Lead Engagement Manager accountable for the successful end to end delivery of the Human Capital Management pillars, Talent Management, Payroll, and Learning solutions, which includes SOW drafting, implementations, LOEs, customer on-boarding and serves as a member of the aligned account team and primary client liaison for ongoing program support and ensure smooth transition between implementation and ongoing support.
  • Established the overall client program management plan by integrating the project plans for constituent projects and creating the plans for supporting program functions including management of scope, schedule, finance, benefits, quality, resources, third parties, risk, change and communications, in order to effectively forecast, monitor, manage, and identify program variances for assigned clients
  • Responsible for successful delivery of all client-facing changes and projects from client implementation through ongoing support for the duration of the client relationship and client success.
  • Responsible for largest most critical clients at Confidential Systems
  • Requirements management and traceability and fosters collaboration among team members.
  • Management of project staff: Implementation Consultants, Project Managers, QA Analysts, and Integration Architects for assigned region.
  • Designed new project Quality Program for use across all client projects, change orders and implementations.
  • Client delivery of all components of client project (including process, data, and system development) to plan (financial and schedule) and ensured strong integration across domains as well as with supporting teams
  • Led the project governance and overall program planning efforts for the implementation and ongoing support including, risk, status, metrics, and overall project health.
  • Worked with the client and Account Team to establish program leadership forums, tracking tools, change order procedures and handled escalations firmly and timely.
  • Planned timelines, obtained LOEs, and prioritized work for onshore/offshore teams.
  • Primary escalation point for Client Relationship Mgmt and other team members who need assistance resolving delivery issues.
  • Interfaced extensively with the client’s leadership team to facilitate overall integration and to build an effective partnership
  • Designed processes to support project tracking, requirements management, client issues, escalations, quality program and overall client success.
  • Participated in the strategy planning with the Account Executives, CRMs, and the Client Operations Managers
  • Worked with the other members of the Account Team to provide progress updates to the client, the project team, Steering Committees, and other interested parties

Confidential

Manager PMO

Responsibilities:

  • Digital Delivery Project Management Office Manager directing all phases of Hilton Digital Delivery - Global Online Services programs from inception through completion, including project management, inter-departmental collaborations, vendor management, and solutions implementation management for Hilton online products.
  • Designed PMO blueprint and developed, documented, and implemented delivery processes targeting ongoing delivery objectives while servicing Hilton online customers worldwide.
  • Cultivated and maintained a positive rapport with C-level executives, project teams, and stakeholders. Coached and motivated more than 50 nationally and internationally deployed team members to drive projects to a successful conclusion.
  • Authored project Scope documents, product change requests (PCR), statement of work (SOW) documents, and launch announcements.
  • Managed projects and initiatives related to Content Management, SEO, and Web Analytics.
  • Managed innovative PMO Office consisting of project managers, business analysts, UAT analysts, Quality of Service analysts, and on-shore/off-shore vendor project managers and other vendor roles.
  • Created and managed WBS (Work Breakdown Structures) for all high-visibility projects and oversaw other Project Manager’s WBS.
  • Provided program management and governance oversight to Global Web Re-arch and Non-Re-arch programs and projects through project initiations, project estimations, project prioritizations, project hand-off, planning, escalations and status reporting.
  • Established Project Management Office tools, techniques, structure, and best practices based on preferred Project Management methodology including Stakeholder Management, Communications Management, Program Planning, Project Planning, and Change Management.
  • Mentored and guided all Project Managers (internal and external) on resource allocation, governance, planning, budgets, Change Management and Stakeholder Management.
  • Enforced adherence to the Project Process and provided Executive Summary Statuses.
  • Implemented Vendor Management processes to manage relationships, SLAs, SOWs (Statements of Work), deliverables and strategic plans vendors and ensured contract obligations are met.
  • Implemented Post-mortem process/Lessons Learned and template and researched other supportive improvement projects for proposal to leadership (such as e-signature).
  • Designed and implemented several key gate project practices such as eSignature, SharePoint documentation repository structures, Project Audit process, Project Transition process, Change Management, Escalations, Risk / Issues Evaluations, Program Planning techniques.
  • Worked to improve and maintain current vendor relationships and provide seamless transitions for on-boarding PMs and project stakeholders as new projects kick-off.
  • Worked with the 12 Hilton Hotel Brands and internal Business Units and vendors to devise annual strategic project management support for the entire portfolio of projects.
  • Forecasted costs, hours and resource needs via rollup for upcoming PMO projects, strategic initiatives and vendor contracts.
  • Obtained buy-in from business unit Leadership on new Project Process steps, templates, assessments, procedures and mentored where necessary.
  • Built Project Core Teams and work closely with Product Managers to deliver highly visible

Confidential

Consultant - IT Program Manager

Responsibilities:

  • Created and managed WBS (Work Breakdown Structures) for all projects.
  • Introduced, pioneered and implemented a Program Management plan and delivery model for client banking which is largest single IT program/project effort ever undertaken by Confidential CMS. Budget $6 million and is expected to automate 75% of the client banking and examiner functions, increase efficiency by 80% and reduce financial risk, substantially.
  • Successfully reduced error rates by 90% and reduced risk by enhancing online examiner forms achieved by adding data validations, implementing business processes, and adding back-end automated movement and tracking of funds.
  • Improved the perception, confidence and trust in IT Project Services department by kicking-off Gate Review concept and providing Steering Committee executive summaries for Excom and key stakeholders. Also created and proposed the company’s first Project Health Evaluation metrics.
  • Managed several medium to large highly visible application development projects simultaneously. (Progress, PL/SQL/ ORACLE, C#, .NET, VC++).
  • Served as project management mentor to on-boarding PMs and Managed PMs under the program
  • Juggled several projects at once and managed vendor.
  • Managed Business Analysts teams, Development teams, Test teams and Architects.

Confidential

Consultant - Manager of Delivery / Sr. Project Mgmt Consultant

Responsibilities:

  • Successfully pursued and secured new contracts and sales and managed global multi-million dollar IT consulting projects with clients. Offered solution-driven recommendations; Wrote RFPs, SOWs; recruited project teams, mentored and managed teams; business development; provided delivery models; competed for and priced consulting contracts. Projects included:
  • Application development, Web dev, third-party vendor management, reengineering of leftover functionality to .Net for FedEx Human Resources Benefits Administration application.
  • Tracked, monitored and reported project health status for multi-year project contracts.
  • Contributed to proposal responses for city government consultancy opportunities.
  • Increased customer satisfaction and project perception by interfacing with client executive management to build and nurture trusting, supportive client relationships. Performed Business Development activities for additional consulting opportunities.
  • Provided project management training and consulting to director level staff in education arena.
  • Managed Business Analysts teams, Development teams, Test teams and partnered with Architects. Primary escalation point for Client Relationship Manager and other team members who need assistance resolving delivery issues
  • Worked with the other members of the Account Team to provide progress updates to the client, the project team, Steering Committees, and other interested parties
  • Worked with the client and Account Team to establish program leadership forums, tracking tools, and change order procedures and handled escalations firmly and timely.
  • Project Management, business analysis, and risk management.
  • Decreased risk for the bank by designing and implementing Enhanced Due Diligence (EDD) software and processes to manage politically exposed persons (PEP), financially exposed persons (PEP) and money launderers. Resulting in reduced bank fines ranging from $10,000 upward.
  • Tracked and managed direct travelling consulting team of six, on-site and remote. Collaborated with the secondary consultancy on infrastructure-related project requirements and tasks.
  • Initiated, planned and executed all project deliverables and milestones within the program. The projects spanned over two years and each phase came in near budget.

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