The Sr. Project Manager of Service Delivery has full ownership for the end-to-end deliverables within the project life cycle for all projects within the Service Delivery portfolio, including leading and mentoring a team of Project Managers.

The selected candidate will be a seasoned leader who has the demonstrated experience and ability to recognize opportunities for process improvement and to enact solutions-focused change across the organization. This role is responsible for the governance, management, financial management, and planning for the Service Delivery Portfolio. S/he will create structure and provide guidance and project prioritization to meet the strategic business goals as well as determining the optimal approach for managing project by resolving resource constraints, supervising change management, and influencing strategic direction that affects project progression and achievement of goals.

In addition, the Sr. Project Manager of Service Delivery will be responsible for program financial management, program stakeholder management and program governance. They will need to establish a framework, develop a program financial plan, estimating and budgeting program costs, and monitoring program financials. They will be responsible for stakeholder management ensuring all stakeholders are identified, engaged and their expectations are managed.

Responsibilities

• Identifies, defines, and manages program/projects from initiation through to closure within time, budget and quality criteria agreed with the project sponsor. Where applicable, this will also include pre-project activity and handover deliverables.
• Responsible to support Service Delivery Portfolio and Global PMO management activities; assist in the development of PMO, Program/Project Management, Portfolio management processes and support in implementation of these processes as needed.
• Support weekly PMO status forums, Service Delivery Portfolio reporting (e.g., monthly performance metrics) activities as needed.
• Act as liaison between technical team and business stakeholders.
• Works with Call Center Operations, Sales, Account Management, Vendor Management, Information Technology, Marketing and Training teams to deliver service delivery projects.
• Indirect/Matrix management of Service Delivery project team/s to include motivating, influencing, and driving results to ensure successful project delivery.
• Effective stakeholder management for both internal and external customers.
• Management of issues, risks, changes, and scope. Including appropriate monitoring and mitigation.
• Adheres to company Project Management Methodology (PMM), departmental guidelines and toolkit standards.
• Responsible for the creation and management of project management documentation across multiple projects (e.g., assessment plan, project plan, status reports, change control, financial tracking, post implementation review, etc.).
• Communicates project time, budget, quality status and Risks/Issues to Project Steering Committee and sponsors.
• Along with technical leadership, communicates with business partners on use of new technologies and solution design techniques.
• Support Change & Release management processes by proactively ensuring analysis and documentation of project solutions required to be deployed as part of releases are communicated, managed effectively.
• Proactively evaluate current PM processes and templates to recommend ideas for continuous improvement.
• Adheres to company, departmental and external standards such as legal, compliance and regulatory guidelines applicable within the organization.
• Shares business strategies and vision with Service Delivery department at large, promoting creativity and innovation. Communicates with business partners and providers on use of new technologies and solution design techniques.

Requirements

• 10+ years of progressive Project/Program Management experience, 5+ years of leading PMs.
• 5+ years working with Service Delivery teams in the Travel Industry.
• Project management certification/s preferred (PMI-PMP, PMI-ACP, SAFe).
• Demonstrated experience managing multiple large scale concurrent projects with heavy Service Delivery focus within the Travel Industry.
• Strong leadership capacities and ability to influence change across the organization.
• Must demonstrate flexible, adaptable, and diplomatic approach.
• Proven experience in successful project delivery - ideally in a similar industry.
• Ability to quickly ramp up and understand complex business, processes, and technology components.
• Effective at communicating and influencing at all levels, with both internal and external customers.
• Demonstrated ability to partner and influence within the Service Delivery organization for effective solutions.
• Experience in managing Service Delivery projects.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans