About This Role
RGP (Nasdaq: RGP) is an award-winning global professional services firm with three decades of experience helping the world’s top organizations navigate change and seize opportunity. With three integrated offerings—On-Demand Talent, Consulting, and Outsourced Services—we give CFOs and C-suite leaders the flexibility to solve today’s most pressing challenges on their terms, uniting strategy, execution, and talent across digital transformation, data, cloud, and global scale. We are one of ServiceNow’s largest and fastest growing Elite services partners in the APAC region. As we continue to grow our Project Management team in Malaysia, we have an opportunity for a Project Manager/Scrum Master to join the organization. The Project Manager/Scrum Master plays a critical part in RGP’s professional services, by Managing and leading our customer projects and agreements. The Project Manager/Scrum Master primary responsibility is leading customer projects managing deployments of ServiceNow solutions to various customers. You will have a passion for customer success and be self-motivated, building high performing teams and delivering exceptional customer outcomes across multiple customers stakeholders. You will know how to form long lasting trusted relationships with executive level stakeholders gaining their endorsement for high quality delivery on time and to the highest quality, be the primary customer contact for services, handling issues and escalating as appropriate. You will have excellent verbal and written communication skills and demonstrated abilities in building and motivating high performing successful project teams. Customer satisfaction is key to RGP’s success, there will be times where you will need to deliver more to maintain our excellent customer satisfaction rating. We Hire for Culture First: Our people are global go-getters, we look to the long term, we solve for the customer, and we value open, honest, early communication. We believe we don’t exist without exceptional people, so we respect and value them. We pay fair base and at-risk components based on experience and the market.Other companies give you a job. We give you opportunity. RGP is focused on building a people-focused organization with a long-term culture of excellence. We work hard, we have fun, we innovate and grow talent. Key Responsibilities Accountable for management of overall project including scheduling, scope and budget Managing projects, sprints, updating details and providing regular reporting Facilitating key stakeholder meetings including regular steering committees with internal and customer teams, reporting on progress, issues, risks and contributing to issue resolution Manages stakeholder expectations, maintaining focus on overall deliverables agreeing and applying contractual terms of project Understands and engages expertise of others alongside own Working independently on projects Collaborating effectively with local and remote staff to drive successful outcomes on time and within budget providing support and mentorship Developing and maintaining strong customer relationships with key stakeholders including executive sponsor, program managers, business process owners and enterprise architects Responsible for ensuring the customer is fully informed and up to date on progress and concerns including risks, issues, scheduling, resourcing and change requests Responsible for delivering successful outcomes in customer projects, ensuring excellent reputation for delivery and securing customer satisfaction ratings of 5 out of 5 Monitors and measures customer satisfaction Applies knowledge, tools and technical expertise to create value, ensuring it is tailored to the specific needs of the customer Manages customer projects effectively ensuring objectives, deadlines and budgets are met by team members under own control Competent use of project planning, tools, milestones appropriate for the size and scale of the project Demonstrates the ability to assess, form and allocate work streams, managing own time and that of others to meet deadlines Works with the customer to determine a handover process to ensure skills transfer, sustainability of results and knowledge capture as appropriate for project and customer. Proactively predicts and reviews any potential areas of deficit, addressing them before the project finishes Operates competently in all areas of project management and delivery Manages ‘medium risk’ projects (working with others for high risk) Identifies, quantifies and manages issues impacting on delivery of project Enhance & increase ServiceNow knowledge by practicing continuous learning, training and certifications utilizing RGP’s ServiceNow training platform Working with our process owners to identify opportunities for improvement Shares knowledge and experiences with others Keeping abreast of new platform features and capabilities Identifying opportunities and influence customers to adopt RGP services Requirements Presents ideas convincingly to achieve specific outcomes Demonstrates skills in building consensus and resolving conflict Applies techniques to achieve influence, impact and achieve specific outcomes Provides thoughts and ideas in a clear style using effective verbal and nonverbal communication techniques in formal and informal situations Uses presentation tools effectively to engage audience Produces clear customer and internal reports selecting the most appropriate style for audience Seeks support from peers where appropriate Embracing different cultural perspectives, thought diversity and cultivating workplace equality Championing processes and continual improvement of our ways of working Experience showing successful delivery of multiple customer projects for 3+ years Basic ServiceNow knowledge Creative thinking and the ability to think outside the box Loving what you do Professional qualifications and education requirements The following is preferred but not a pre-requisite for this position ServiceNow Administration PPM Fundamentals Scrum Master Certification Project Management Certification eg Prince2, PMP, CPM ITIL Foundations
