Project Manager, O&M

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a "one account" feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.
Learn more: http://www.viaplus.com
ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.
More information:
https://www.vinci-concessions.com/en/vinci-highways
https://www.linkedin.com/company/vinci-highways/
@VINCIConcess

JOB PROFILE: Project Manager, O&M
PROJECT: M50
JOB LOCATION: Dublin, IrelandJOB SUMMARY:The Project Manager, Operations and Maintenance (O&M PM) plays a pivotal role in overseeing the O&M Program for the Back Office System (BOS), ensuring optimal system performance and client satisfaction. This project-based position is responsible for maintaining seamless communication with the client, ensuring contractual compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), managing the client side for all system enhancements, delivering comprehensive monthly business reports, and ensuring the BOS is effectively monitored and managed.
Key responsibilities include leading the execution of a comprehensive BOS monitoring program by encompassing technical triage, achievement of SLA and KPI targets, continuous process optimization, management of client expectations for system enhancements, and oversight of daily technical operations. The role also involves conducting thorough assessments of system performance, application deployments, and infrastructure changes to ensure ongoing system reliability and responsiveness. Conduct on-site visits to the Sligo call center to gather end-user feedback, identify system optimization opportunities, and collaborate with the client on potential enhancements and related change orders.
The O&M PM will implement and maintain monitoring protocols and process reviews to ensure system health is consistently evaluated, issues are clearly documented, and incidents are swiftly resolved. This position requires a deep understanding of business rules and is accountable for managing and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), as well as producing internal performance reports.MAJOR DUTIES AND RESPONSIBILITIES:

• Communicate effectively with client personnel at all levels including stakeholders and executives by conveying complex technical and operational information in a clear, concise, and professional manner.
• Prepare and deliver the monthly Level 2 (L2) and Level 3 (L3) support performance report, detailing issue resolution metrics, support trends, and operational insights to ensure transparency and continuous service improvement.
• Manage client-facing aspects of change requests, including the development and documentation of change orders, pricing estimates, obtaining client approvals and signatures, and initiating invoicing processes. Collaborate closely with the Delivery Manager to provide clients with weekly updates on project timelines and development progress, ensuring transparency and alignment throughout the change lifecycle.
• Conduct on-site visits to the remote call center location in Sligo to engage directly with end-users, gather operational feedback, and identify opportunities for system optimization. Translate user insights into actionable enhancements that improve system performance, usability, and efficiency. Collaborate with the client to evaluate potential improvements and, where applicable, initiate and support the development of related change orders.
• Enforce Operations & Maintenance (O&M) standards, guidelines, and governance frameworks to ensure consistent and effective oversight of systems and processes.
• Develop the workforce and ensure cross-training to mitigate operational risks
• Lead and prepare weekly and monthly internal reviews of the maintenance program, covering issue resolution timelines, KPI performance, system health, operational trends, labor utilization, and change management.
• Streamline unnecessary processes to make technical operations more responsive and client-focused
• Manage and monitor the business rules to ensure compliance to the client's requirements
• Manage and monitor the contractual KPIs to ensure compliance to the technical requirements and identify trends to address/resolve any degradation
  • Ensure quality of the technical operations, aiming to maximize accuracy and efficiency while ensuring continuity of the entire transaction value chain
  • Develop and maintain meaningful maintenance metrics and proactively use to quickly assess problems and evaluate adjustments that improve quality.
  • Develop, manage, and maintain processes, procedures, and workflow to maximize efficiency and improve productivity.
  • Perform other assigned duties.
  REQUIRED SKILLS:
  • Advanced Excel, Word, Power BI, SharePoint, Outlook, Teams, and Power Point skills required
  • Proficiency with ITSM platforms
  • Proficiency with IT monitoring platforms
  QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • History of developing innovative and creative problem-solving approaches to improving various aspects of maintenance performance including technical, personnel, and business
  • Strong technical research skills
  • Strong written and verbal communication skills
  • Strong attention to detail and organizational skills
  • Ability to work independently and under strict deadlines
  • Ability to maintain confidentiality and discretion properly
  • Ability to troubleshoot issues and resolve problems using conventional methods and unconventional methods
  • Being flexible by attempting alternate solutions to resolve issues, and seamlessly adjusting to a dynamic, changing environment
  • Ability to communicate clearly and concisely; listen attentively and integrate large volumes of information from multiple sources
  • Strong judgment and problem-solving skills
  • Ability to think and plan for the long-term strategy
  EDUCATION & EXPERIENCE:
  • A bachelor's degree is required, with a bachelor's in business administration (BBA), a bachelor's in operations management, a bachelor's in industrial engineering, or a bachelor's in management preferred.
  • Minimum of seven years in Application maintenance with Tolling operations preferred
  • Minimum of five years' experience as a manager
  SUPERVISORY RESPONSIBILITIESThe manager partners within the organization to attract and retain top professional services leadership and talent, ensuring the team is appropriately staffed and fully utilized. They are responsible for engaging employees, helping them understand their career opportunities, and overseeing the development and training of their team membersWORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.
  
  At least once per quarter, travel will be required to the customer service center in Sligo.
  
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