Assa Abloy - Project Manager, Service Delivery

HID Global is an innovative fast-paced organisation, with many possibilities to make a difference and add value. HID is recognized for the great care we take with clients and employees alike.

We value diversity and endorse an open-minded collaborative working environment.

Summary

We are seeking a Project Manager, Service Delivery who will ensure an excellent customer experience through all phases of the specification and delivery of customer-facing projects with a high degree of "touch" / specialization. Building and maintaining business relationships with internal and external customers and suppliers to ensure that HID's customer and end users receive an excellent level of service that will assist in increasing customer loyalty. The position-holder will also direct the activities of other Service Delivery Project Managers.

Areas of focus will include, but not be limited to: Custom Graphics, Card Personalization, HID Mobile Access, Fargo Connect and other Cloud Services.

Duties and Responsibilities include the following (other duties may be assigned):

  • Service Delivery (Card Services, Mobile Access, Fargo Connect, etc.)

  • Order Management: Expedite orders as required, works to resolve POs on hold.

  • Product / Service Specialist: Have accountability for defined products / services.

  • Pricing Support: Assist with the quotation of custom / non-standard product / service offerings.

  • Key Custodian: Perform specific duties as part of the overall Key Ceremony process

  • Custom Part Setup: Manage the creation of new part numbers and provides samples if required.

  • Complex Delivery Management: Assist with the progress-chasing of orders from booking to shipment.

  • End User / Customer Assistance: Provide frontline assistance to end users and channel partners who have difficulties placing orders and/or using tools.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

  • Must have a passion to make customer satisfaction their highest priority

  • Must be a self-starter who can work with limited supervision but who will escalate involve line management as and when necessary

  • Must have the ability to perform multiple tasks simultaneously to a high degree of quality / accuracy and be capable of consistently achieving team / department goals and SLAs

  • Must be able to function effectively under stressful situations and maintain a positive, appropriate demeanor

  • Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.

  • Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.

  • Must have the ability to learn complex systems and processes and have the ability to offer suggestions for improvement where needed

Education and/or Experience

  • Must have a H.S. diploma and a minimum of 3 to 5 years project management experience; preferably in a high technology industry

Language Skills

  • Ability to effectively communicate in the English language verbally and in writing.

  • Additional European language desirable

Computer Skills

  • Proficiency in MS Office products (Windows, Word, Excel, PowerPoint, Outlook) is essential

  • Preferred knowledge: Oracle, Sales Force, Agile

Customer Expectations

  • They will be able to provide accurate and timely status updates to internal and external customers during all phases of the project lifecycle

  • They will ensure that customer interests are championed at all times

  • They will execute requests quickly, completely and with appropriate quality

  • They will be able to identify inefficiencies and shortcomings in the "as is" process and be willing and able to make sound, data-driven suggestions regarding possible improvements

  • They will have good detail skills and be diligent in terms of follow-up / completion to the satisfaction of our customers

  • They will have a calm demeanor and be able to maintain composure under pressure to ensure that our customers always receive courteous and helpful information in a timely manner

Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

  • Potential for travel and fieldwork including international travel, therefore employee must possess or can acquire a valid passport.

Why Should You Apply?

  • Excellent terms and conditions

  • Exciting technology

  • Warm team environment

  • Reasonable /Flexible hours

  • Career development

  • Work as part of a global team

Final Application Date:23rd May 2019

HID Global is an equal opportunities employer

HID Global powers the trusted identities of the world's people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand.