Technical Process Manager - IT Infrastructure & Call Center Operations

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• Plan, manage, and oversee end-to-end technical and infrastructure delivery initiatives supporting call center operations. \n

• Manage the complete project lifecycle, from requirements gathering and planning through implementation, deployment, and operational handover. \n

• Oversee project schedules, budgets, resources, milestones, dependencies, and delivery priorities. \n

• Coordinate cross-functional teams, including IT infrastructure, networking, application development, telephony, contact center operations, vendors, and business stakeholders. \n

• Monitor project costs, schedules, performance, and quality metrics while identifying risks and implementing corrective actions. \n

• Manage project risks, issues, escalations, and dependencies while ensuring effective stakeholder communication. \n

• Drive project governance, status reporting, progress reviews, and stakeholder meetings. \n

• Ensure technical implementations meet business requirements, technical standards, and operational readiness criteria. \n

• Coordinate testing, deployment, release management, and transition of solutions into production support. \n

• Apply Project Management Lifecycle (PMLC) and Systems Development Lifecycle (SDLC) methodologies. \n

• Drive continuous improvement in delivery processes, documentation, SOPs, and project execution. \n

We are seeking an experienced Technical Process Manager to lead end-to-end technology and infrastructure delivery initiatives within a call center environment, preferably with experience in the tolling industry. The ideal candidate will have a strong background in IT project management, infrastructure delivery, and call center technology operations. This role involves managing project planning, implementation, governance, and operational transitions while ensuring delivery within defined timelines, budgets, and quality standards., * Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related discipline. \n

• 7+ years of project management experience, preferably in technical delivery or IT infrastructure environments. \n

• 5+ years of IT project management experience within the tolling and call center/contact center domain. \n

• Demonstrated experience managing end-to-end technology and infrastructure delivery projects. \n

• Strong understanding of call center operations, technology environments, and infrastructure implementation. \n

• Experience managing project budgets, resource allocation, schedules, risks, and delivery performance. \n

• Strong knowledge of Project Management Lifecycle (PMLC) and Systems Development Lifecycle (SDLC). \n

• Experience preparing project plans, implementation documentation, SOPs, risk plans, and technical delivery documents. \n

• Proven ability to coordinate cross-functional technical and business teams. \n

• Excellent stakeholder management, communication, problem-solving, and organizational skills. \n

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• Experience in the tolling industry and tolling technology environments. \n

• Experience managing call center infrastructure, telephony, and contact center technology implementations. \n

• Exposure to infrastructure deployment, testing, release management, and operational transitions. \n

• Strong experience in project governance, vendor coordination, and continuous process improvement. \n

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