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 Singapore, we have an opportunity for a Senior Project Manager / Scrum Master to join the organization.The Senior Project Manager/Scrum Master plays a critical part in RGP’s professional services, by managing and leading our customers projects and agreements. The Senior Project Manager/Scrum Master primary responsibility is leading larger and more complex 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 customer stakeholders. You will know how to form long lasting trusted relationships with executives 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 at times where you will need to deliver more to maintain our excellent customer satisfaction rating. 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 Leading customer engagements, driving specific process definition, reengineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders ensuring technology design and solutions are aligned with business requirements Understands and engages expertise of others alongside own Working independently on projects with the ability to fit into other functional roles and provide holistic services across project management, advisory, consulting and implementation Collaborating effectively with local and remote staff to drive successful outcomes on time and within budget providing support and mentorship Produces high quality customer documentation including but not limited to workshop material and training material 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 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 Operates competently in all areas of project management and delivery Manages ‘high risk’ projects with significant change 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 Leads quality assurance reviews Advises others on design of quality assurance process Keeping abreast of new platform features and capabilities Identifying opportunities and influence customers to adopt RGP services Requirements Leadership of project resources across multiple projects from simple to complex. Managing project resources appropriately to ensure on time and on budget project delivery Organize and motivate the project team, ensuring they have sufficient workload, support and technical expertise Applies influencing skills in a range of complex situations adapting style, leading others to see alternative perspectives they would not have seen on their own, to achieve specific outcomes Demonstrates skills in building consensus and resolving conflict Draws on range of experiences and techniques to adapt communication style to challenging situations and audiences Selects and uses appropriate diagnostic tools, methods and techniques Uses presentation tools effectively to engage audience Manages complex, high risk, group dynamics, conflicts and concerns to promote win-win outcomes Produces clear customer and internal reports selecting most appropriate style for audience Captures and builds knowledge in defined processes Shares knowledge and experiences with others Applies knowledge, tools and technical expertise to support value creation, tailoring it to the specific needs of the customer 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 large customer projects for 5+ years with engagement with business leaders and reporting to senior or executive stakeholders Leverages effective, established networks to create added value for customers Comprehensive 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
