Assistant Manager, Solution Delivery Management

The Assistant Manager, Solution Delivery Management will serve as the primary responsible person for end-to-end project delivery, liaising between the Business, IT/Technology, and Vendors to ensure Business Requirements are clearly understood and translated to functional/technical requirements.

Responsibilities:

• Approach digital projects from a business perspective to ensure sustainable return on investment
• Liaise with Business PM or act as General PM
• Establish good working relationships with stakeholders to ensure smooth project delivery
• Manage day-to-day projects, ensuring timely completion, budget adherence, and quality expectations
• Apply human-centered design when relevant
• Create change management plans, including UAT, training, and hotlines for users
• Monitor user feedback and behaviours after system go-live
• Establish incident procedures and enforce user/vendor adherence
• Review operation SLAs and take necessary actions
• Act as a subject matter expert in respective domains
• Brainstorm with business owners and contribute to domain-specific processes and standards
• Perform quick assessments and provide high-level feasibility checks
• Support business users in translating business requirements into functional and technical requirements

Requirements:

• Bachelor's degree in Information Technology, Computing, Engineering, or related field
• Minimum 5 years of IT project management/delivery experience
• Good domain knowledge of similar/related industries, particularly Customer Care, Contact Center, and CRM
• Technical/development experience and hands-on skills a plus
• Experience with both in-source and out-source models
• PMP certification preferred
• ITIL certification or completed exam prep course a plus
• Excellent communication and negotiation skills
• Good decision-making and conflict resolution skills