IT Project Manager

IT Project Manager

WL Gore Location: King of Prussia, PA (onsite 5 days) Duration: 12-24+ months

We are seeking a results-driven and detail-oriented IT Project Manager to lead the planning, execution, and delivery of a new Call Center/Service Center standup. This role will oversee the full project lifecyclefrom requirements gathering and vendor coordination to system implementation and go-live support. The ideal candidate has experience in call center technologies, IT infrastructure, and cross-functional stakeholder management. Key Responsibilities:

• Project Leadership: Manage the end-to-end lifecycle of standing up a new Call Center/Service Center, ensuring alignment with business goals and IT standards.
• Requirements Gathering: Collaborate with stakeholders to define scope, objectives, and technical and business requirements.
• Vendor & Technology Management: Evaluate and select appropriate platforms (e.g., telephony, CRM, ticketing, IVR systems) and coordinate with vendors for implementation.
• Infrastructure Planning: Coordinate with IT teams for the deployment of network, hardware, and communication infrastructure.
• Team Coordination: Lead cross-functional teams including IT, customer service, HR, and operations to ensure smooth execution.
• Timeline & Budget Management: Develop and maintain project plans, schedules, budgets, and resource allocations.
• Risk Management: Identify potential risks, dependencies, and issues; develop and execute mitigation strategies.
• Training & Transition: Oversee user training, documentation, and transition to operational support teams.
• Reporting: Provide regular status updates to stakeholders and leadership.

Qualifications:

• Experience:
  • 5+ years of IT project management experience.
  • Proven experience standing up or migrating Call Center/Service Center environments.
  • Familiarity with platforms like Genesys, Cisco, Avaya, Salesforce Service Cloud, Zendesk, etc.
• Education:
  • Bachelor's degree in Information Technology, Computer Science, Business, or related field.
  • PMP, PRINCE2, or similar certification preferred.
• Skills:
  • Strong understanding of call center operations and IT service management (ITSM).
  • Excellent communication, leadership, and problem-solving skills.
  • Experience managing third-party vendors and outsourced service providers.
  • Knowledge of infrastructure (networking, telephony, security) relevant to call centers.

Nice to Have:

• Experience with remote or hybrid service center models
• ITIL certification or familiarity with ITIL processes
• Experience with workforce management (WFM) and quality monitoring tools