Technology Demand Manager

What We Offer:At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in a Technology Demand Manager?

Technology Demand Manager is responsible for coordinating with Engineering, PMO and other IT related teams on tasks required for the implementation and provisioning of infrastructure and systems necessary to support client or internal technology approved projects using proven PMI tools, techniques and best practices.

This individual will join our IT Demand Management organization supporting approved technical project management endeavors for internal enterprise and clients outsourcing services. They will have project oversight surrounding the following areas, but not limited to: supporting technical implementation of client programs, site builds, data center migrations, network and firewall setup for new client system access, integration of SaaS cloud partner configurations and various other program technical functional area dependencies.

This role will report directly to the Sr. Manager of Technology Demand Management and will have the responsibility of direct oversight of technical functional resources spanning from 5 25 project team members and project management of typically three (3) to eight (8) client onboarding projects over various project stages consecutively.

Key Responsibilities:

• Develop detailed work plans for projects and support project team members
  
• Identify project scope, timeline, budget, and success measures
• Provide timely risk mitigation and issue escalations
• Manage and guide internal technical functional areas
• Create presentations for project kick-off and closure
• Conduct formal risk management activities throughout the life cycle of the client onboarding implementation
• Ensure timely resolution of all pre-production issues meeting or exceeding SLA's
• Prioritize onboarding implementation & change activities
• Maintain rigor around assigned projects change management
• Ensure campaign implementation status reporting and updating are done on time
• Maintain knowledge base of lessons learned for all assigned IT related projects
• Create and manage project documentation and ensure proper handover and knowledge transfer to Technical Account Management and IT Operations prior production/Go-live

Required Qualifications:

• 3 years of experience in technical project management or service supervisory roles. Plus for BPO experience.

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• IT related certifications (e.g. ITIL, Scrum, PMI certifications) are not required but a plus
• At least five years of experience in technical project management (BPO experience is a plus)
• Proficient in Google Suite and similar Microsoft Office applications (Project, Word, Excel)
• Knowledgeable on SaaS cloud systems, data and voice, networking, as well as their installation, configuration, and maintenance
• Familiarity on network technology: MPLS, TCP/IP, VLANs and other Data Network technologies
• Familiarity on voice technology: Voice, PABX, PBX, Switch, Configuration, ACD, IVR, Call loggers, Telephony, IP and IP Telephony
• Understanding on Information Security and Data Protection Regulations including PCI-DSS, ISO, Risk Management frameworks
• Excellent verbal, written, and interpersonal communication skills (Fluency in English is a MUST)
• Experience using knowledge base tools such as, but not limited to: Smartsheet, ServiceNow
• Can adapt to changing work schedules and working hours
• Strong problem-solving, decision-making, and analytical skills

Education Certifications:

• Bachelor's Degree in Business, Computer Science, IS., IT., or equivalent training and experience