CTG is hiring a Resource Capacity Manager for client in Durham, NC. This position is responsible for the Capacity Management and Resource allocation for our client’s IT Project Portfolio. The role utilizes the resource suggestions from the Portfolio Management team and works with the Department People Managers to fulfill all project assignments and is responsible for all aspects of Capacity Management. If internal resources are not available, this position makes suggestions on what project roles can be fulfilled by External resources. The Resource Manager is responsible for the coordination of activities to allocate, track and monitor the project resource assignments.
You must possess exceptional professional and interpersonal agility along with strong project management, analytical and problem-solving skills with a focus on performance, results, leadership, time management, communications, change management and decision-making. This role involves close collaboration with Global Support and Delivery, Enterprise Technology and Strategic Architecture, Portfolio Management and IT Business Operations.
Experience with using Service Now Portfolio Management Modules (Demand/Project/Resource/Time) strongly desired.
Specific Roles and Responsibilities:
1. Develops and leads the strategy for the IT organization around resource management for both internal and external resources including suggesting resource training and capability development in alignment with the IT roadmap and strategies. Develops and implements the skills and availability criteria and is responsible for an up-to-date Skill Set inventory 3rd Party Service Providers (CTS, HCL) (3PSP). Works closely with the BRM, BRD, Solution Design, Business Analysis, and the PMO to identify gaps in required skill sets including but not limited to single skill holders with no back-up. Works closely with Vendor Management to forecast and request skill sets that are needed but not currently in the Skill Set Inventory.
2. Works to understand the current state process and tools, identify gaps and develop and implement a plan to reach the desired future state.
3. Manages the time reporting process and, in conjunction with people managers, ensures compliance.
4. Prepares Capacity Management reports. Works with the Portfolio manager, BSC and the ITEC committees to adjust capacity plans for reprioritization and approved project changes. Supports the project/program managers in escalating resources risks/issues to ITEC.
5. Responsible for summarizing demand forecast vs budget and expected burn rate to assist in identifying overages/shortfalls to enable balancing across all portfolios.
6. Works with the Portfolio Manager, Solution Design, Business Analysis, Program Managers, Project Management Practice Leader and Project Managers to reserve resources for projects and for the identification of skill sets available. Makes all assignments to approved and chartered projects.
7. For portfolio and large core projects, the Resource Manager will coordinate the assignment of a primary technical owner and other technical resources required in collaboration with the assigned project managers and respective team leaders to ensure the reservation and scheduling of those resources.
8. Manage day to day load balancing of projects (non-interrupt driven) and ticket based (interrupt driven) work. Leads engagement with project managers and responsible team leaders on escalations regarding the lack of execution and fulfillment of assigned projects due to resource capacity/availability
9. Responsible for supporting the Global Support and Delivery function to manage the Incident & Service Request Management process regarding the assignment of work and queue workload management. Responsible for work assignment direction and leadership of the technical resources to perform the Incident & Service Request Management process. Manages backlog and re-assignment of tickets for load balancing. Ensures the ticket and time reporting discipline is followed to support the portfolio and core project processes. Engage with program and project managers and responsible team leaders on escalations or issues regarding the execution and fulfillment of assigned projects or project tasks that are not meeting the prescribed schedule or quality of deliverable requirements to determine if additional or different resources can resolve the issue.
10. Manages incidents and service requests to the appropriate L2 and suggests collaboration with L3 or vendor for resolution if appropriate at the inception of the assignment of the ticket. Manage the workload of resources in that queue's sphere of control and the assignment of a primary L2 owner of a ticket that requires multiple technical resources to collaborate on a ticket and ensure that child tickets are generated for each collaborative resource. Lead L3 and vendor collaboration escalations regarding the execution and resolution of transaction and non-transaction work for complex support exceptions if identified by the assigned technical L2 or L3 resource or if the ticket is aging significantly. Owns routing of all tickets that require re-assignment of ownership to a different resource. Acts as an information source and ultimately makes the routing decision of a ticket that a technical resource is unsure of where to route.
11. As part of operational and project reviews, an update will be provided by the resource manager on the progress of the development plan for all technical functions that the resource manager is responsible for and the resource lead will continue to update the skills inventory and proficiency levels of the resources and utilize as guidance for assignment of resources. Resource leader will develop and manage an on-going development plan collaborating with the respective technical team leaders to address skill issues for all technical functions that the resource leader is responsible for.
12. Leads work assignment direction and support to enable the technical resources to perform their assigned projects or project tasks the portfolio and core project process. As part of the planning, the resource leader will provide 24hr coverage role that will work in a rotation with other managers and leaders to cover off hours work assignments when required.
13. Contributes to Lessons Learned throughout the project life cycle and
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
- Travel Percentage: 5%