Manager-Resource Management

Black Box•Plano, TX

About The Position

The Manager-Resource Management executes NACS Resource Management standards, processes, and methodologies for project coordination. The role acquires and deploys internal and staff-augmentation talent for project, program, and pre-sales service requests, balancing resource supply with demand while considering skills, experience, geography, employee development, client service levels, and financial impact. The manager serves as an escalation point for resource-management issues and provides expertise in deployment, demand, capacity, and utilization forecasting. The position works with NACS operations and PMO leadership to identify resource availability or skill gaps, forecast future demand, recommend talent and skill-development activities, and optimize labor mix and profitability. It maintains the talent database, supports effective deployment of project management resources, and meets leadership-established performance targets. The role also leads a team of Resource Coordinators and performs other duties as assigned.

Requirements

At least 5 years of deployment, operations, and resource-management experience.
Strong computer software skills, including MS Office, Excel, PowerPoint, and Adobe.
Ability to manage multiple work streams and work effectively in a fast-paced, evolving environment with tight deadlines.
Analytical and troubleshooting skills, including evaluating systems and tools such as Microsoft Excel and PowerPoint.
Knowledge of project disciplines and technical skills required to deliver telecommunications professional services.
Business skills sufficient to evaluate the financial impact of staffing alternatives.
Skills in initiative, attention to detail, basic computing, business acumen, and time management.
Ability to verify staffing demand forecasts against associated pipelines; collect preliminary team frameworks; and track opportunities from proposed to sold status.
Ability to analyze and synthesize reports, identify actionable items, and develop and execute action plans concerning availability, unfulfilled demand, and utilization.
Ability to initiate and participate in discussions about difficult-to-staff resources and performance or skill deficiencies, providing operations leadership with fact-based information to manage client risk and support remediation.
Understanding of delivery-resource qualifications, credentials, and development needs.
Ability to analyze staff utilization, avoid under- or over-utilization, recommend actions, and initiate discussions with operations management about contingency plans.

Nice To Haves

Bachelor’s degree preferred.
Proven record in talent and resource deployment roles in professional services, support services, or a large corporate environment.
Experience using technology applications to manage talent resources, such as internal forecasting tools, Salesforce, ServiceNow, or ERP systems.
Experience using ServiceNow’s resource-management capability is desirable.

Responsibilities

Execute NACS Resource Management standards, processes, and methodologies consistently for project coordination activities.
Acquire and deploy internal and staff-augmentation talent for project, program, and pre-sales service requests needed to meet client SLAs.
Act as the escalation point for resource-management issues and facilitate their resolution.
Provide subject matter expertise in deployment, demand, capacity, and utilization forecasting.
Recommend qualified and experienced internal or staff-augmentation talent to meet project objectives and requirements.
Influence labor mix, including skill structure, use of lower-cost resources, and chargeability, to support business objectives.
Assess profitability, cost, and skill sets holistically to determine the optimal labor mix for client delivery and SLAs.
Maintain the talent database to meet timeliness and quality standards.
Balance resource demand and supply while considering skills, experience, location, developmental objectives, and financial impact.
Identify resource availability and skill gaps that may affect customer commitments, and escalate them to NACS operations and PMO leadership.
Analyze future resource demand based on existing project staffing needs, probable pipeline opportunities, and future pre-sales support needs.
Analyze future skill demand and recommend employee development activities to prepare for future engagements.
Provide operations management input to support acquiring, assessing, developing, retaining, and deploying project management resources effectively.
Meet performance targets established by leadership for applicable Key Performance Indicators.
Lead a team of Resource Coordinators.
Perform other duties as assigned by management.