Director, Global Support Services
Requisition Title: Director, Global Support Services (02QK3)
Expect more than a job!
Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as the Global Director, Project Management and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect
•Culture of Service - to be treated like you are the customer from day one
•Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions
•Respect – a team that is accountable, dependable and gives you their full attention
•Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others and the organization
•Career growth and lots of learning opportunities for aspiring minds
•Diversity - be a part of our growing diverse and community-minded organization that is all about having fun
•Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness.
The Global Director, Project Management is directly responsible for the definition, design, development and delivery of client programs, project and initiatives. This position will work with our clients and outside vendors in addition to liaising with all internal parties to deliver client programs, projects and initiatives on time, on budget, and according to specifications. This position is also responsible for the global coordination of all new launches and strategic alignment with Operations leadership to ensure alignment to the Statement of Work (SOW).
•Assist clients and sales leaders with definition, design, and development of programs and offerings.
•Negotiate with external resources as required.
•Act as an influential mediator between resources and stakeholders.
•Manage all new requests and own prioritization and resource allocation.
•Lead, coach and motivate project team members on a proactive basis.
•Actively communicate program requirements and status to clients and internal team members.
•Work with internal departments, external vendors and clients to ensure tasks are completed on time and within identified budget and quality measures.
•Manage all project plans for both ongoing and new initiatives as they relate to improving performance, offerings and revenue.
•Consistently track and manage program timelines while coordinating the resolution of program changes, issue and risks.
•Track hours and expenses for program resources. Work with U.S. and EAPAC finance to ensure appropriate client billing during program implementations.
•Facilitate post launch reviews to identify successes and opportunities for improvement.
•Manage, coordinate and provide guidance to Operations on the change management process, facilitate the manual process to ensure that CMRs are processed and approved quickly to satisfy client needs and requests.
•Business Continuity Plan (BCP) coordination, responsible for DRP testing, ensuring BCP for all programs are current and are compliant with client business requirements.
•Support Site Sr. Managers and functional managers globally with implementing new client solutions.
•Assist in the design and management of business improvement initiatives (internal & external).
•Responsible for management and oversight of daily activities of the Project Management Team.
•Drive strategic vision across the globe to align and drive a unified user experience and efficient project management process (including best practice sharing across business units).
•Enhance the department's effectiveness, efficiency and reputation by exploring opportunities to add value to processes.
•Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction.
•BA/BS or equivalent experience required
•Business Solutions Certification (PMP, Six Sigma, solution architecture, program management, etc.) required.
•10+ years of combined project management, business process, and senior leadership experience in a services environment (preferably outsourcing industry)
•Practical business financial experience (revenue generation and expense management)
•Demonstrated experience in business or technical writing
•Automotive customer service experience preferred
•Computer literacy with word processing software, spreadsheets, flowcharting applications, and project management software (MS Project, MS Office, Visio) required.
•Excellent oral and written communication skills along with the ability to be influential with internal and external contacts.
•Excellent time management skills and the ability to effectively multitask.
•Capable of effectively facilitating meetings and developing presentations.
•Detail oriented with a focus on producing various forms of documentation.
•Decision making skills.
•Strong organizational, analytical and problem-solving skills.
•Demonstrates initiative and a high degree of professionalism.
•Strong critical and strategic thinking skills.
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
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