Summary:

This position is responsible for the Resource/Capacity Management and Resource allocation for the Alorica IT organization. The Senior Manager of IT Resource Management PMO is ultimately responsible for the governance of IT resource management (RM) process including Timesheets, managing the day-to-day RM process & resource allocation activities, providing IT tower leads/service line leaders & project managers with visibility of IT resources availability and ongoing resource management support. The Senior Manager will lead the Intake for resource management function identifying the resourcing needs on all IT demands, drive current allocations & future capacity planning, prioritization, and visibility of resourcing to ensure maximum efficiency of our IT resources.  The Resource Manager will also be focused on Reporting and Analytics of Operational metrics/KPIs to senior leadership on a regular & timely basis. The Snr Resource Manager must possess exceptional professional and interpersonal agility along with strong IT process management, analytical and problem-solving skills with a focus on performance, results, time management, communications, change management and decision-making.

 

Key Job Responsibilities:

Adopt and drive best in class IT resource management (RM) governance processes as well as continuous improvement of our IT RM processes and supporting toolsets Own the RM Governance, resource allocation process, and staffing meetings Own the day-to-day resource intake process & regular meetings with tower leads/resource managers/resource requestors Responsible for the coordination of resource management activities to allocate, track and monitor the project and non-project resource assignments. Utilize the resource suggestions from the Towers/Service Lines and work with the service line or tower Resource Managers to fulfill all resourcing demand and is responsible for all aspects of Capacity Management. Maintain IT Roster (internal and external IT resources) and keep them up to date by working with IT leads, Resource Managers across Towers, HR and Finance teams Co-ordinate and team with Service Line & Tower Leaders, IT Intake PMO and project stakeholders to ensure visibility of current resources and plan for future needs Address escalations, overcome resource shortages by prioritization of resource allocation on critical projects/reallocating resources, timely update to service line/tower leadership of any issues related to not meeting resourcing needs due to supply shortage Drive IT Resource Management reporting, providing critical visibility and transparency for resource capacity (demand vs supply), resource utilization, timesheet compliance and other operational/financial metrics to leadership on timely basis Create and report standard Operational & financial KPIs/metrics to IT leadership (Ex: employee utilization, financial metrics-Capex vs Opex, timesheet compliance, workload, and overrun) Promote internal mobility and cross functional talent fluidity Team with service line leaders, project leads and stakeholders to ensure project and non-project resourcing for success

Qualifications:

 

Bachelor’s Degree in Information Systems, Business, Communications, Engineering or related fieldA minimum of 5 years in IT Resource Management or similar PMO role within an IT landscape, with at least 3 years in a managerial function handling small team of AnalystsA minimum of 3 years effective use of industry resource management tools and processes (preferably Service Now RM or similar industry leading RM tools)5+ years’ experience in Advanced MS Excel developing reports (experience with Pivots, VLOOK, HLOOK, INDEX, Data tables). Macros/SQL/Automation is nice to have.Experience working with Microsoft Office Suite (MS Word, MS PPT)Ability to meet deadlines and to take initiative in the development and completion of deliverables to leadershipAbility to lead and drive change, process improvementsCritical thinking, reporting/analytical and forecasting skillsSelf-motivation, ability to work independently and drive effective change through communication, analysis, and persuasionStrong willingness to learn new processes and lead changeAbility to set, track, achieve and report on short/long term tasksExcellent communications skills