Project Manager - Software Tools

Job description

The Project Manager - Software Tools leads the planning, execution, and delivery of software tools that improve service productivity, service readiness, and customer outcomes. This role focuses on managing projects and cross-functional initiatives in direct support of successful rollout. The role partners closely with Global Service Platform, Service Operations, Technical Support, PMO, Engineering, Product Management, and global stakeholders to ensure the successful deployment, adoption, and continuous improvement of efficiency software tools. Key Responsibilities: - Own the end-to-end delivery and deployment of efficiency software tool initiatives, including scope, schedule, resources, risks, and dependencies in Americas. - Develop and maintain project plans, timelines, and deliverables aligned with service strategy and business priorities. - Establish project governance, cadence, and executive-level status reporting. - Lead or support the global rollout of regional best practices and processes. - Lead requirements gathering across service operations and technical support, engineering, and other stakeholders. - Work very closely with IT Security and NPDi team to ensure new softwar...