IT Project Manager (Salesforce) - #1744

The IT Project Manager will oversee the planning, coordination and execution of a Proof of Concept (POC) to evaluate the suitability of Salesforce, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, for case management and customer service operations.

Key responsibilities include

1. Project Planning and Delivery Management

   • Develop and maintain project plans, timelines, milestones and deliverables to ensure the successful execution of the POC.

   • Coordinate project resources, stakeholder participation and evaluation activities to maximise the number of user journeys assessed within the available timeframe.

   • Monitor project progress, identify risks and issues, and implement appropriate mitigation measures.

   • Facilitate project meetings, track action items and provide regular progress updates to stakeholders.

2. Stakeholder and Vendor Management

   • Collaborate with business stakeholders, IT teams, operational users and external vendors to align project objectives, requirements and priorities.

   • Coordinate workshops, system demonstrations, testing activities and stakeholder review sessions.

   • Manage project dependencies, resolve delivery issues and facilitate timely decision-making.

3. POC Governance and Evaluation

   • Establish the project governance structure, evaluation approach, success criteria and reporting mechanisms.

   • Oversee the evaluation of end-to-end case processing, including high-volume user journeys, escalation scenarios, operational reporting, multi-user collaboration and supervisor review processes.

   • Ensure AI-assisted capabilities, including automated customer interaction logging, intelligent case triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics, are assessed against agreed criteria.

   • Consolidate evaluation findings on platform strengths, limitations, dependencies, risks and capability gaps.

   • Prepare the final POC assessment and recommendations to support business value validation and future implementation decisions.

4. Project Documentation and Reporting

   • Maintain project plans, status reports, risk registers, decision logs, meeting minutes and key deliverables.

   • Oversee the preparation of the final POC report, including evaluation results, key findings, outstanding issues and recommendations.

   • Ensure project artefacts and lessons learnt are documented for future reference and implementation planning.

5. Knowledge Transfer and Capability Building

   • Facilitate knowledge-sharing sessions and mentoring between project personnel, vendors and business or operational users.

   • Ensure relevant project documentation, evaluation frameworks and governance practices are transferred to internal teams.

   • Support capability building to enable internal teams to manage and oversee future CRM evaluation and implementation activities.

• Degree or diploma in Information Technology, Computer Science, Business Information Systems, Project Management or a related discipline.

• Relevant experience in IT project management, system implementation, digital transformation or technology evaluation projects.

• Experience coordinating cross-functional teams, business stakeholders, technical personnel and external vendors.

• Familiarity with project planning, risk management, issue tracking, stakeholder reporting and project governance.

• Experience managing CRM, case management, workflow automation or SaaS implementation projects would be advantageous.

• Familiarity with Salesforce or other enterprise CRM platforms.

• Understanding of AI-enabled business applications and their evaluation in operational environments would be beneficial.

• Strong communication, organisational, analytical and stakeholder management skills.

• Ability to manage competing priorities and deliver project outcomes within tight timelines.

• Experience in training coordination, mentoring, knowledge transfer and project documentation would be advantageous.

• Experience delivering Salesforce CRM or similar AI-enabled case management projects, with relevant project references, would be an added advantage.