Development and Support Project Manager

The Development and Support Project Manager plays a key role in coordinating enhancement requests, development sprints, and support incidents to ensure timely delivery and high-quality outcomes. This role collaborates closely with Consultants, Developers, and Support teams, managing priorities, backlogs, and communication with customers.

• Collaborate with Consultants to prioritize and assign enhancements.
• Ensure enhancements are scheduled and completed according to the sprint plan.
• Discuss unplanned enhancement requests with the Consulting team to determine whether they should be deferred to later sprints.
• Manage incoming enhancement requests: log incidents accurately with status, billable designation, customer priority, and “Need By” dates; obtain missing information as needed.
• Participate in Sprint Planning and Backlog Review meetings to determine which Quotes and Signed enhancements will be included in upcoming sprints.
• Incorporate unplanned enhancements into current sprints as appropriate.
• Communicate delays or changes to customers, coordinating with PM or Consultant as needed.
• Work with the Developer to determine if there are any specific incidents needed for Implementation by the Consultants.
• Ensure documentation is created or updated for each enhancement, either personally or by assigning to others.
• Lead Dev Standups, Sprint Planning, and Sprint Review meetings.
• Maintain and groom backlogs to prevent bottlenecks; proactively resolve issues by reassigning tasks, removing blocks, or requesting additional resources.
• Manage the Quote Needed Sprint: assign quotes to developers, obtain Consultant approvals, create quotes in Panda Doc, and send to customers.
• Keep sprint dashboards up-to-date by moving incidents through the appropriate workflow lanes.
• Prepare for Sprint Reviews to identify enhancements to share with stakeholders.

• Create Blueprint documents for each module and maintain them in SharePoint.
• Add incidents to Help Desk for each Blueprint item and estimate them during Sprint Poker sessions.
• Assign incidents to upcoming sprints and track availability of Conversion hours.
• Include completed items in Sprint Reviews and update Blueprint documents as work progresses.
• Coordinate with leadership for Beta Testing and Rollout planning as modules near completion.
• Provide regular updates to PNOC, maintaining a list of discussion/agenda items.

• Monitor incoming Support incidents and assign them efficiently to maintain short queues (target: 24–48 hours for resolution).
• Escalate if unassigned incidents exceed 15.
• Assign high-priority items promptly and communicate through the Support Teams channel.
• Track workloads for each AppSS, maintaining approximately 10–15 active incidents per team member.
• Assign Tech items to appropriate Programmers/Developers.
• Conduct daily reviews of incidents to prevent delays, focusing on incidents with no hours logged, long-duration incidents, or items older than three weeks.
• Raise questions or concerns with the Support Lead as needed.

• 2–3 years of experience at TPG or similar environment, with familiarity with Picas and the customer base.
• Strong understanding of software development life cycle models, Agile/Scrum methodologies, and traditional project management principles; ability to blend approaches effectively.
• Experience leading enterprise-level application development projects is a plus. PMI-ACP, CSM, or equivalent certification preferred.
• Balanced business and technical background.

• BA/BS or equivalent experience.
• Strong interpersonal skills: mentoring, coaching, collaborating, and team building.
• Excellent analytical, planning, and organizational skills; ability to manage competing priorities.
• Deep understanding of business needs and ability to maintain high customer trust and confidence.
• Proven track record of leading software development projects to successful outcomes.
• Proficiency in project management tools.
• Excellent oral and written communication skills across technical and business audiences.
• Creative problem-solving ability, maintaining attention to detail while keeping a “big picture” perspective.