Head of Project Management

Title : Project Manager II

Contract
Project Manager II shall be responsible for the following activities and deliverables:
Service Level Agreement (SLA) Management

• Identify, document, and maintain all measurable SLAs and associated performance requirements.
• Establish and implement processes to source, validate, track, and report service metrics and key performance indicators (KPIs).
• Develop and maintain standard operating procedures (SOPs) for monitoring, measuring, and reporting vendor performance; Define and document escalation procedures, including applicable penalty frameworks and remediation protocols for non-compliance.

Resources and Capital Planning

• Identify capital improvement projects requiring Agency investment to support wireless service delivery.
• Track project scope, deliverables, schedules, milestones, and resource requirements; Prepare and maintain reports on project status, risks, and dependencies.

Contract Documentation and Reporting
• Maintain complete and organized contract files, including amendments, performance reports, and correspondence; Prepare recurring and ad hoc reports summarizing vendor performance, SLA compliance, and project status for Agency leadership.
Performance Monitoring

• Monitor vendor performance against contractual requirements, SLAs, and established KPIs.
• Analyze service performance data to identify trends, gaps, and opportunities for improvement.
• Track and report service availability, reliability, and quality metrics; Support the development and implementation of corrective action plans to address performance deficiencies.

Monitor vendor adherence to contract terms, SLAs, and applicable regulatory and industry requirements.
• Document and track instances of non-compliance and support resolution in accordance with established procedures.
Risk Management

• Identify, assess, and document operational, contractual, and technical risks related to wireless service delivery.
• Maintain a risk register and track mitigation strategies and risk resolution activities.
• Escalate risks and issues in accordance with defined procedures; Support the development and implementation of risk mitigation and contingency plans.

Coordinate with internal stakeholders, including capital program staff and operational units, to align resources and support timely delivery of contracted services.

• Conduct meetings, interviews, and working sessions with vendors and stakeholders to gather information, assess performance, and resolve issues.
• Facilitate communication between the Agency and service providers to support contract compliance and service delivery objectives; The proposed Project Manager II must possess the following minimum qualifications and experience:

A minimum of four (4) years of project management experience.

• Demonstrated experience supporting or managing IT managed services engagements.
• Strong knowledge of IT service management principles, including familiarity with ITIL frameworks.
• Experience tracking IT projects, including schedule, scope, and deliverables, and supporting quality assurance and quality control activities.
• Possession of a Project Management Professional (PMP) certification or an equivalent project management certification; Familiarity with and ability to support compliance with applicable industry standards and regulatory requirements (e.g., Experience with enterprise-scale IT outsourcing or managed services transitions.
• Background in IT operations, telecommunications, or infrastructure management; Demonstrated experience in change management and stakeholder engagement.

Project Manager II shall produce and maintain the following deliverables, at a minimum:
Performance and SLA Reporting

• Monthly SLA Performance Reports summarizing vendor performance against contractual SLAs and KPIs.
• KPI dashboards (updated monthly or as required) reflect service performance, trends, and key metrics; Ad hoc performance analyses and reports, as requested by the Agency.

Contract Compliance and Documentation

• Maintained and up-to-date contract files, including amendments, correspondence, and performance documentation.
• Compliance tracking logs documenting adherence to contract terms, SLAs, and regulatory requirements; Capital Project Tracking and Reporting
• Wireless capital improvement project tracker, including scope, schedule, milestones, and resource requirements.

Regular status reports (monthly or as required) summarizing project progress, risks, and dependencies; Risk and Issue Management

• Risk register identifying operational, contractual, and technical risks, including likelihood, impact, and mitigation strategies.
• Periodic risk and issue summary reports for Agency review.

Communication logs documenting key interactions with vendors and internal stakeholders; Status updates and briefing materials for Agency leadership, as requested.
Standard Operating Procedures (SOPs) for SLA monitoring, performance reporting, escalation, and compliance tracking; Updates to SOPs and process documentation, as required, to reflect changes in contract requirements or operational needs.