Manages resources, budgets and all activities related to the delivery of new services to new and/or existing clients moving from one platform to another. Ensures that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Designs conversion plan and specs based on client needs and ensures all programs are tested and signed off by clients. Provides costs estimates and budgets. Monitors conversion work for completion and verify outputs. Investigates and resolves any problems or issues. Maintains tight control over the project schedule, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements. Interfaces with client management and company team to ensure smooth transition. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities which are forwarded to the account managers and achieves contract extensions or additional business within the account(s). Manages teams of incumbents responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting, and client training. Interfaces with consulting, sales, and project management teams to develop strategy and resource plans to anticipate demand for implementation services and workforce needs. Provides client insight and feedback to product development and professional services teams for product and services improvement.

• Applies a theoretical knowledge-base to work to achieves goals through own work
• Characterized by specific functional expertise typically gained through formal education
• May provide guidance to others as a project manager using technical expertise

• Requires in-depth knowledge and experience
• Uses best practices and knowledge of internal or external business issues to improve products or services
• Solves complex problems; takes a new perspective using existing solutions
• Works independently, receives minimal guidance
• Acts as a resource for colleagues with less experience

Functional Knowledge:

• Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines

Business Expertise:

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Leadership:

• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

Problem Solving:

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

Impact:

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

Interpersonal Skills:

• Explains difficult or sensitive information; works to build consensus