Project Manager

GlassHouse Türkiye; Konak; On-site; TRY 180,000 - 240,000; Full time

Job summary

GlassHouse Türkiye is seeking an experienced IT Project Manager to lead ITIL-aligned service programs, ensure contract compliance and drive service delivery across customer projects. You will coordinate cross-functional teams, manage escalations and report on program status.

You will have a university degree and 6 years in project management, PMP is a plus, with knowledge of contract management and SAP Basis being beneficial. This on-site role is based in Izmir region.

Qualifications

• University Degree from a reputable university.
• Experience with ITIL management processes.
• 6 years in Project Management, PMP is a plus.
• 2+ years in contractual management is a plus.
• Experience with SAP Basis project management.
• Proven ability to lead programs/projects.
• Ability to improve processes and adapt to change.
• Strong collaboration with internal & external stakeholders.

Responsibilities

• Managing IT Infrastructure projects following PMI processes.
• Participating in contract management for new projects.
• Setting up and presenting current projects per customer contracts.
• Leading Service Delivery Management of ongoing projects.
• Leading the customer satisfaction process.
• Ensuring compliance with contractual obligations.
• Coordinating with operations to deliver 24/7 SLA commitments.
• Escalation point for customer complaints and solution studies.
• Coordinating technical and commercial escalations with teams.
• Representing operations in audits and preparing findings.
• Developing improvements in line with quality controls and ITIL regulations.
• Guiding operations on processes within ISO9001 and ISO27001 frameworks.
• Identifying information security risks and reporting them.

Skills

ITIL

Project management

Stakeholder management

Leadership

Communication

Education

Bachelor's degree

PMP certification

Tools

SAP Basis

Job description

We support our customers in their digitalization journey with our deep technical expertise.

GlassHouse (and e& Enterprise owned company) has a rapidly growing business, and it has many opportunities with its dynamic & energetic environment. We have offices in İstanbul, Ankara, İzmir, Bursa, South Africa and Qatar.

Come to join us!

Responsibilities

• Managing GlassHouse IT Infrastructure projects in accordance with PMI processes
• Participating in the contract management process of new projects
• Managing the set up and presentation stages of current projects to be inline with the signed customer contracts
• Leading Service Delivery Management of company's ongoing projects
• Leading the customer satisfaction process
• To ensure customer satisfaction regarding the services provided, to share feedback and suggestions from customers with managers.
• To manage and follow up all technical, commercial and legal studies required to ensure contractual obligations committed to customers.
• To work with operations teams providing 24/7 service to fulfill the Service Level Commitments (SLA) committed to customers.
• To act as the escalation point for customer complaints and to lead the necessary studies to produce solutions by proactively following customer feedback.
• To coordinate the GH and customer technical team, to make the necessary technical and commercial escalations,
• To represent the operations team in audit studies to be received from customers and authorized authorities and to be responsible for making the relevant preparations.
• To make developments and improvements in line with Quality Control Processes and Requirements.
• To guide the operations team regarding the processes within the scope of ITIL Service Management Methodology regulations, to inform them about updates in the regulations, to report and define innovations.
• Define, manage, follow and report the compliance of the company and customers with the procedures and processes within the scope of BDDK, ISO9001 and ISO27001 principles.
• Determine and report the Information Security risks of the company and customers.
• Follow the processes and developments in the regulations, create a process map about innovations and report.

Qualifications

• University Degree from a reputable university
• Gained experience on ITIL management processes
• 6 years of experience preferably in Project Management area (Being PMP certified is a plus)
• Minimum 2 years experience on contractual management processes is a plus
• SAP Basis project management and service management responsibility is a plus
• Demonstrated ability to lead programs/projects
• Ability to identify opportunities and implement changes that improve existing processes
• Ability to perform and adapt in a changing environment
• Working effectively with internal & external customers and stakeholders