Management of enterprise-wide technology programs/projects utilizing Agile/Scrum and Waterfall methodologies• Program/Project experience: SaaS product implementations, validated system delivery/upgrades, database migrations, data integrations, custom developed applications• Plan and manage project budgets• Develop and execute communication plans across teams, senior leadership, and executive sponsors• Effectively manage global resources from multiple business units, cross-functional IT teams and external vendors• Manage external vendor relationships including developing and negotiating MSAs and SOWs• Planning, organizing, scoping, and scheduling of project activities using waterfall, agile, and blended methodologies• Ensure technology delivery in compliance with health authority/regulatory requirementsPMO Lead responsibilities• Responsible for the financial/budget management of the IT PMO portfolio• Partner with portfolio leads and finance stakeholders to ensure consistent and optimized approach for projects/portfolio financial tracking and reporting• Produce and communicate PMO financials reporting to leadership• Responsible for managing PMO admin activities

Management of enterprise-wide technology programs/projects utilizing Agile/Scrum and Waterfall methodologies• Program/Project experience: SaaS product implementations, validated system delivery/upgrades, database migrations, data integrations, custom developed applications• Plan and manage project budgets• Develop and execute communication plans across teams, senior leadership, and executive sponsors• Effectively manage global resources from multiple business units, cross-functional IT teams and external vendors• Manage external vendor relationships including developing and negotiating MSAs and SOWs• Planning, organizing, scoping, and scheduling of project activities using waterfall, agile, and blended methodologies• Ensure technology delivery in compliance with health authority/regulatory requirements

Account Management Responsibilities• Maintain Client relations and define service offerings • Negotiate, plan and implement changes to services and contractual agreements• Manage and oversee service delivery to meet Client requirements • Identify and propose new services to optimize Client operations• Develop and deliver marketing presentations for prospective ClientsProject Management Responsibilities• Lead transition/implementation projects for new support services• Lead software development projects following SDLCDirect People Management Responsibilities

• Manage operations of the Client facing Customer Support team• Plan staff resources to ensure Service Delivery is within the agreed Service Level Agreements• Identify and implement process improvement initiatives based on service design and client specifications• Direct People Management Responsibilities

• Maintain process documentation for Client support services• Generate and provide reports/case analysis to upper management• Act as highest escalation point for all technical issues• Develop and maintain articles within the Service Knowledge Management System

• Supervise and mentor Level 1 Helpdesk Analysts• Responsible for break/lunch schedule according to the workload• Handle sensitive/difficult customers• Manage the escalations and the de-escalations between the Tier 1 and the Tier 2 support• Perform Quality Check of closed incidents• Communicate with the end users and resolve any issues during the work process

• Communicate with customers via telephone and email• Provide technical support for Clinical Electronic Data Capture system • Perform user administration for Electronic Data Capture system• Initiate Site Assessment; Hardware Provisioning/Logistics