Role Overview:

The role is responsible for planning, coordinating, and delivering projects across multiple functions and geographies.

It involves stakeholder coordination, requirement gathering, documentation, data analysis, reporting, governance tracking, service delivery analysis, and preparation of leadership presentations.

Acts as the central point for project communication and governance.

Key Responsibilities:

Project Management & Coordination:

- Manage project timelines, milestones, deliverables, RAID logs.

- Coordinate across IT, business teams, and vendors.

- Track progress, escalate risks, ensure governance adherence.

- Facilitate meetings, document MOMs, follow-ups, and action tracking.

Stakeholder Management:

- Act as SPOC for communication.

- Manage expectations with business leaders, IT teams, and vendors.

- Prepare and circulate stakeholder updates, dashboards, and reports.

- Support cross-country and multi-geography coordination.

Documentation & Requirements Gathering:

- Conduct workshops and requirement discussions.

- Prepare BRDs, FRDs, SOPs, workflows, and process maps.

- Maintain SharePoint documentation and ensure version control.

- Draft project charters, UAT plans, and change requests.

Data Analysis & Reporting:

- Analyse data for trends, insights, and project KPIs.

- Build dashboards, metrics trackers, heat maps, and consolidated reports.

- Support decision-making with factual analysis and summaries.

Deck Preparation & Communication:

- Prepare professional PowerPoint decks for leadership and steering committees.

- Summarise complex data into simple, visual formats.

- Create templates for status reports, metrics, and dashboards.

Governance, Tracking & Service Delivery:

- Ensure adherence to PMO governance frameworks, documentation standards, and workflows.

- Maintain RAID logs, decision logs, change registers, and structured governance documentation.

- Track project progress vs. scope, timeline, budget, resources, and quality metrics.

- Maintain dashboards, scorecards, and KPI trackers for leadership.

- Monitor service delivery performance including SLA adherence.

- Track ITSM tickets (incidents, service requests, problems, and changes).

- Analyse ticket trends, root causes, repeat issues, backlog status, and team performance.

- Prepare periodic ticket analytics reports and highlight improvement areas.

- Collaborate with service delivery teams and local IT for timely ticket resolution.

- Maintain structured SharePoint repositories with version-controlled documentation.

Skills & Competencies:

Technical Skills:

- Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, charts).

- PowerPoint (executive-level decks, formatting, storyboarding).

- SharePoint (document management, site updates, versioning).

- MS Project / Planner / Jira / Asana.

- Visio / Lucidchart for process flows.

- Strong documentation, reporting, and analytical skills.

- Experience with ITSM tools for ticket tracking and analysis.

Project & Coordination Skills:

- Excellent organisation and multi-tasking abilities.

- Strong follow-up discipline and structured communication.

- Ability to work with global teams and senior stakeholders.

- Understanding of SDLC, IT processes, service delivery, and change management workflows.

Behavioural Competencies:

- Proactive and self-driven.

- Strong ownership mindset.

- Excellent verbal and written communication.

- Attention to detail with high quality output.

- Collaborative and team-oriented.

Qualifications & Experience:

Education Master's or Bachelor's degree in Engineering, IT, Business Administration, or related field.

Experience 3-8 years in project management or coordination roles.

Certifications (Optional) PMP / PRINCE2 / Agile SCRUM certification.

Additional Advantage Experience in digital transformation, IT PMO, and service delivery analytics.

Key Deliverables:

- Project Plans & Trackers - Updated timelines, milestones, dependencies, risk logs.

- Status Dashboards & Reports - Weekly/Monthly summaries for leadership.

- Documentation - BRDs, SOPs, UAT plans, workflows, MOMs.

- Presentations - High-quality decks for governance and review meetings.

- Governance Artefacts - Updated RAID logs, change logs, decision trackers.

- Service Delivery Reports - Ticket analytics, SLA compliance dashboards, trend analysis.

- Stakeholder Communication - Structured updates, follow-ups, decisions, and escalations