Project Manager

The Project Manager is a crucial role in the successful execution of IT service projects. This individual oversees and manages project-based teams to ensure timely delivery, alignment with scope, timelines, and budgets.

• Project 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.
• Cross-functional Collaboration
  • 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.
• Team Performance Optimization
  • Monitor service delivery metrics and take corrective/preventive actions as needed.
• Resource Allocation and Development
  • 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 Mitigation and Issue Resolution
  • 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
  • Establish and monitor governance frameworks for effective project delivery.
  • Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
• 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 and Requirements
  • 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 and Competencies
  • Leadership and Team Management
  • Strong leadership, conflict resolution, and decision-making abilities.
  • Exceptional communication and interpersonal skills.
  • Technical Skills
  • Expertise in project management frameworks (e.g., Agile, Waterfall).
  • Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).
• Work Environment
  • Responsible for managing account(s) with a revenue size of minimum $1 million.
  • 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.