IT PMO Project Manager - Dynamics 365

A global Casino & Hospitality Operator headquartered in Las Vegas is seeking a seasoned IT PMO Project Manager to support a high?visibility Dynamics 365 Contact Center initiative. This role will lead delivery of an enterprise call center platform designed to serve as a single pane of glass for operations, leveraging AI integrations to streamline agent workflows across multiple properties.

The ideal candidate brings a true IT PMO background, exceptional soft skills, and experience operating in large, complex enterprise environments. This role requires someone who can operate strategically while remaining deeply hands?on, drive clarity across cross?functional teams, and confidently engage senior stakeholders., Project & Program Management

• Lead enterprise Dynamics 365 Contact Center initiatives using waterfall methodology
• Own timelines, scope, dependencies, risks, and delivery milestones
• Drive execution across multiple call center deployments and feature rollouts
• Translate business needs into clear, executable project plans

Enterprise Application Delivery

• Support a Dynamics?based call center platform serving multiple operational functions
• Oversee initiatives focused on reducing system fragmentation and improving agent experience
• Partner closely with technical teams, vendors, and business stakeholders

Vendor Management & Accountability

• Manage and hold external vendors accountable to timelines and deliverables
• Serve as the central point of coordination between internal teams and third?party partners
• Navigate vendor dependencies within a structured PMO environment

Stakeholder Collaboration

• Facilitate collaboration across IT, operations, vendors, and senior leadership
• Communicate clearly and diplomatically across competing priorities
• Present clear, concise updates to executives and steering committees

• Proven IT PMO Project Manager experience
• Experience operating within structured PMO governance models
• Background working in large enterprise environments; hospitality strongly preferred
• Strong waterfall delivery experience
• Experience leading enterprise application initiatives, ideally call center or CX platforms
• Ability to manage multiple workstreams across distributed teams and properties
• Exceptional communication, facilitation, and stakeholder management skills
• Comfortable in high?pressure, high?visibility environments
• Confident, polished presence with the ability to influence at all levels
• Willingness to travel to properties, including Boston

PLUSSES

• Experience with Dynamics 365, CRM, or contact center platforms
• Experience supporting call center modernization or consolidation initiatives
• Exposure to AI integrations or intelligent automation within enterprise systems
• Hospitality, gaming, or multi?property enterprise experience