Senior IT Project Manager Role

Project Manager - Global Services Delivery

Location: Bangalore/Mohali

Shift: Rotational

Job Overview:

In a projectized organizational structure, the Project Manager is responsible for the successful execution of IT service projects while overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.

Key Responsibilities:

• Delivery Management:

• Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.

• Define project objectives, deliverables, and success criteria while managing project lifecycles.

• Track and report project progress using standardized dashboards and KPIs.

• SLA and KPI Management:

• Ensure that all projects meet contractual SLA obligations and internal performance standards.

• Conduct root cause analyses for SLA breaches and implement mitigation strategies to avoid recurrence.

• Customer Relationship Management:

• Act as the primary liaison for customers on project-related issues, updates, and escalations.

• Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.

• Operational Efficiency:

• Monitor service delivery metrics and take corrective/preventive actions as needed.

• Resource Management:

• Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.

• Foster team engagement, collaboration, and motivation to maintain a high-performance culture.

• Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.

• Develop succession plans and career paths for team members to align with organizational goals.

• Ensure timely onboarding and proper allocation of new resources for projects.

• Risk and Issue Management:

• Maintain a risk register for projects, proactively identifying and addressing potential risks.

• Facilitate rapid escalation and resolution for critical project issues.

• Change and Transformation Management:

• Manage project scope changes through structured Change Control Processes.

• Communicate and align stakeholders on transformation initiatives and ensure proper documentation.

• Governance and Compliance for Projects:

• Establish and monitor governance frameworks for effective project delivery.

• Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.

• Delivery Financial Management:

• Responsible for completing billing processes promptly, adhering to the scheduled billing cycle.

• Develop and track project budgets, billing, and financial forecasts.

• Maintain financial dashboards to monitor project profitability and cost-effectiveness.

• Conduct variance analysis between planned and actual financial outcomes for each project.

• Continuous Improvement:

• Collect feedback from project teams and clients to implement process improvements.

• Promote a culture of innovation and learning within the project teams to drive efficiency and quality.

Qualifications:

• Education:

• Bachelor's degree in IT, Project Management, or a related field.

• Certifications:

• PMP, PRINCE2, ITIL, or Agile certifications are required.

• Experience:

• Greater than 8 years in Service delivery in EUC, Networking and similar role in IT Managed services.

• Proven experience in managing projectized environments, IT service delivery, and people management.

• Demonstrated success in leading and developing diverse teams.

Skills:

• Expertise in project management frameworks (e.g., Agile, Waterfall).

• Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).

• Strong leadership, conflict resolution, and decision-making abilities.

• Exceptional communication and interpersonal skills.

Key Competencies:

• Ability to lead cross-functional and geographically dispersed teams.

• Should be aware/ having the knowledge in managing Service delivery lifecycles.

• Stakeholder Management: Effective communication and relationship-building with clients and teams.

• Resource Optimization: Strategic allocation and management of resources to ensure efficiency.

• Risk Mitigation: Proactive identification and resolution of risks.

• Continuous Improvement: Focus on driving innovation and quality enhancements.

• Customer focus and service excellence.

• Attention to detail and process orientation.

• Analytical & Reporting Skills.

• Knowledge of ITIL framework and ISO standards.

Work Environment:

• Dedicated to leading project-based teams across multiple projects concurrently.

• Occasional travel to customer or project sites may be required.

• Flexibility to work outside regular hours to meet project milestones or address critical issues.