Job ID: MNCity-PM (912591023) 1P
Project Manager with government/city experience
Location: Minneapolis MN (City)
Duration: 18 months (Up to 40 hours per week)
Interview: In-person
Positions: 2 (2/2)
Resume: 4 pages max
References: 3
Criteria for Awarding Work Order
Strong knowledge of project management methodologies, tools and phases of the project lifecycle.
10 or more years of experience as a project manager.
Experience, knowledge and ability to apply change management principles and methodologies to support large, complex projects.
Experience with projects involving the creation of customer interaction spaces requiring immersion in processes from the perspective of both the business and the customer.
Experience presenting to executive audiences.
Experience working effectively across diverse stakeholder groups to deliver project results.
Background:
Estimated to open in the Fall of 2020, a new Public Service Area (PSA) provides a bold new approach to serving our customers by strategically co-locating City employees now working in several different sites downtown to provide an even better customer experience. It will feature a welcoming, customer-centric public service area where new PSA staff will provide in depth services, like solving problems at first contact and on the spot transactions. Providing these new and consolidated services will make working in, and with, the City easier and more efficient.
Developing a high-functioning consolidated PSA will require new ways of doing business for all City staff and functions. This includes enabling City customer service agents to field questions and complete transactions on behalf of a number of City departments, all within a single interaction. Issues or additional services not supplied by the customer service agent at the first point of contact will escalate to department-specific subject matter experts, many of whom will be working in the City’s new Public Service Building.
As we prepare to consolidate services and integrate business processes, a project team to design and deliver the PSA is in the process of being formed. The City is seeking outside expertise to be part of this team to assist the City with project management activities.
Assignments are:
•Responsible for formulating a plan to meet the objectives of the project while adhering to an approved budget and timeline, including setting deadlines, assigning responsibilities and monitoring and summarizing progress of the project and preparing reports for upper management regarding status of project.
•Assemble and lead the project team by assigning tasks, setting deadlines, providing necessary resources, and meeting regularly with the members
•Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
•Develop a detailed project plan to monitor and track progress by translating business needs into quantifiable project objectives, executable project plans and budgets based on business objectives.
•Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
•Oversee the creation of new processes that consolidate previous function-specific processes enabling the customer service agent to respond to requests across multiple functions. Implement the Tell – Transact – Triage centralized customer service model.
•Drive solutions with business process re-engineering methods to best accommodate the new one-stop service approach
•Collaborate with appropriate Human Resources personnel relating to job re-design and new job role filling.
•Collaborate with Communication and Change Management personnel in the development and delivery of communication and people-related change management activities.
•Oversee other operational issues such as go-live support to new customer service representatives, signage and way-finding efforts to support the public, documentation management, and others as identified.
•Leverage investments in IT infrastructure, enterprise information and business process re-engineering.
•Act as a liaison between stakeholders, architects, and subject matter experts.
•Collaborate with other project team members to accomplish the goals of the PSA.
•Apply people leadership, relationship management, problem solving and critical thinking skills to complex problems.