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Escalated Project Manager - Principal

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Location: Wausau, Wisconsin

Req ID#: 14393BR

This role is responsible for the managing complex, client facing services delivery projects that have been escalated due to unsatisfactory performance by the existing project team. The Escalated Project Manager—Principle is responsible for the successful completion of these escalated engagements. These engagements involve the delivery of software-based solutions, which are primarily built on platforms developed by Deluxe. These software solutions are in various stages in their maturity spanning from pre-production-ready to fully-deployed. There are frequently requirements for the modification of these software solutions by extended members of the project team.
This role will assume control of these escalated engagements, make quick team resource decisions, collaborate with the Senior Leadership of Client Services to re-allocate critical resources in an optimal manner to complete the escalated engagements while continuing to service/support all other engagements within the business.
Our clients are among the largest FIs, Corporations and Public Entities within the U.S. and Canada. These initiatives are often strategic and mission critical for these clients and therefore are accompanied by tremendous focus on timeliness and budget. Accordingly, this role is accountable for ensuring the highest quality client delivery with emphasis on meeting project deadlines and goals, while staying within project budgets. This role serves as the primary point of contact for the client during service for these escalated engagements, accountable for all aspects of the project.

Review all executed documents (e.g. SOW, Order Agreements, etc.) on escalated projects to understand project scope, deliverables, and resources necessary to deliver the solution. Engage directly with the client to understand the project issues. Lead in transition from the current Project Manager to verify that understanding and clarify any outstanding questions accurately and efficiently from the start of the project.

Evaluate, revise and maintain project plan and schedule. Negotiate with the client to gain acceptance of the revised schedule and budget. Monitor project progress, coordinate resources and activities, and adjust when necessary. Resolve project issues by clarifying the issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Lead and direct the activities of internal project team resources, vendors or third party partners, and clients throughout the project to completion, while improving client satisfaction.

Communicate project status, milestones, action items, risks and mitigation plans, and issues to clients and internal leadership. Thoughtfully consider the proper level of engagement necessary for the escalation of issues that ensures the most timely and satisfactory resolution of issues.

Develop and execute change controls to manage all external client changes to the project, whether or not those changes have cost impact.

Provide accurate forecasting for client project revenue and billable service hours. Ensure optimal resource utilization by managing and updating project and resource schedules. Release resources as soon as practical.

Engage as the primary client interface on all escalated projects.

Lead and contribute to organizational continuous improvement through documented initiatives and lessons learned from projects. Develop organizational talent by mentoring other team members.

Bachelor's degree (or equivalent experience) in Business Administration, Project or Program Management
15+ years experience in Project Management with at least 10 years serving external clients.

Apply effective project management methodologies and control techniques in accordance with Deluxe PMO guidelines and PMP principles. Prepare project documentation; organize and conduct internal and external project meetings; manage project delivery through lifecycle stages from project initiation through project closure and tightly manage scope through the change control process.

Frequent independent decision-making. Ability to manage changing, competing and conflicting priorities; and multitask effectively, while balancing urgency, speed, accuracy and consistency.

Must be willing to flex work schedule to meet the demands of the project.

Proven track record in project management and integration of complex business solutions into client environments.

Must be able to demonstrate the skills and ability to build effective and productive relationships with both clients and internal resources.

Must be able to lead teams through effective project management and mentorship.

Advanced client management experience; strong customer focus balanced with organizational goal focus.

Experience with project-planning software is required. Experience with Microsoft Project is desired.

Proficient financial management skills desired to analyze project budgets, drive savings, and forecast revenue.

Advanced knowledge of project management discipline, methodology, and tools; PM Certification is required.

Ability to manage projects as large as 5,000 hr, and up to five concurrent projects between 1,500-5,000hr each.

Deluxe Corporation is an Equal Opportunity / Affirmative Action employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Please view the electronic EEO is the Law Poster and EEO is the Law Poster Supplement which serves to inform you of your equal employment opportunity protections as part of the application process.

Department: Professional Services
Remote Work Location: Yes
Employment Type: Senior
Full Time/Part Time: Full Time
Shift Type: Traditional

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Learn about Benefits

Advancement Opportunities

Employee development is a huge part of our company culture


Full offerings including medical, dental, vision, etc.

Savings Plans

Competitive 401k plan guidance on savings solutions.

Tuition reimbursement

Up to $5,250 per calendar year for Full Time Employees

Work/Life Balance

PTO, Paid Holidays and Floating Holidays create a strong work/life balance

Advancement Opportunities

At Deluxe. Employee Development is a pillar of our culture. From mentorship programs to development plans and tuition reimbursement, we've got the tools to help you grow.


Affordable medical plans offering PPO, HRA, HDHP and Regional HMO style options.

Savings Plans

Competitive 401k matching program with guidance on saving solutions

Tuition Reimbursement

Deluxe will provide up to $5,250 per calendar year to full time employees that want to continue their education.

Work/Life Balance

Between paid time off, floating holidays, paid holidays and the ability to work remotely in some of our positions, we place a strong value on providing a quality work/life balance.

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