About The Job

The Red Hat Customer Engagement & Experience (CEE) team is looking for a Senior Project Manager to join us in Pune, India. Joining the CEE Project Management Office, you will become part of a global team that enables Red Hat Customer Support and Customer Service to deliver experiences that exceed expectations. The PMO's portfolio of work spans Support operations, Knowledge Management, Support readiness, data science and reporting, and AI incubation. Operating in four regions (APAC, EMEA, India, and The Americas), CEE serves the whole of Red Hat's customer population. In this role, you will work with stakeholders at all levels across the organization and potentially across the company to deliver projects ensuring that CEE meets its objectives and runs smoothly.

The Senior Project Manager - Technical is responsible for working independently to lead and manage the resolution of varied and non-routine complex project activities, exercising solid judgment and creative solutions to achieve project success. The role may coordinate the activities of other team members (team lead) to ensure successful project completion.

What will you do

Handle project requirements, scope, and change management issues
Guide project planning, scheduling, risk assessment, monitoring, reporting activities to drive projects to on-time completion while remaining within budget
Create and carry out communication plans with stakeholders and across the organization
Communicate effectively with stakeholders at all levels and across organizational lines
Collaborate with associates across the organization to build mutual understanding that benefits the project in question
Collaborate with leadership on project proposals, SOWs, estimates, and schedules
Collaborate with and manage 3rd-party vendors as needed
Handle procurement, security, and other Red Hat processes as needed
Assist in training and information sharing that ensures adoption; create and revise procedures and processes
Establish success criteria for projects, including consulting with data scientists on appropriate measurements
Adjust and iterate to ensure success criteria are met and sustained; rework as necessary
Integrate and use specific industry and technical delivery methodologies, like project management methodologies from the Project Management Institute (PMI and PMP)

What will you bring

Bachelor's degree in Computer Science, Information Systems, Business Analytics, or a related field
10-12 years of overall experience, with at least 5 years in a leadership or project management role
Experience with CRM tools like Salesforce Service Cloud, ServiceNow
Strong understanding of technical support workflows and AI enabled support
A mutual gains mindset that allows focus on shared outcomes despite possible differences in perspective
Results-oriented approach that drives projects to successful completion
Fine attention to detail combined with a talent for seeing interdependencies and relationships that can speed time to delivery
Flexibility within a rapidly changing environment
Experience establishing and contributing to process improvements
Excellent written and verbal communication skills; interpersonal and analytical skills; and business judgment
Ability to work effectively across a diverse management team and a broad spectrum of internal partners on your own
Ability to work in a fast-paced environment while maintaining a high attention to detail
Good balance of business and technical experience
Ability to communicate the project management value proposition.
PMI and PMP certifications or the Master of Science in Project Management (MSPM) degree, or other certifications of an equivalent level are a plus
Certified Scrum Master (CSM) certifications are a plus

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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