POSITION SUMMARY
We are looking for a Senior IT Project Manager to join our PMO team. This position will be responsible for coordinating cross-functional IT initiatives, driving operational improvements, managing stakeholder communications, and ensuring accountability for the delivery of technology services. Acts as a pivotal point of coordination between internal teams, and customer leadership to ensure priorities are understood, ownership is established, and deliverables are completed. The successful candidate will be expected to maintain a strong on-site presence with the customer, attending in person as required within a hybrid working arrangement.
EDUCATION AND EXPERIENCE
- Extensive Project or Program management experience in enterprise IT environments.
- Previous MSP experience preferably under an 'as-a-Service' engagement model.
- Strong stakeholder management and communication skills.
- Experience coordinating cross-functional technical teams.
- Ability to manage competing priorities and multiple workstreams.
- Knowledge of IT operations, endpoint management, patching, and service delivery processes.
- Experience facilitating meetings, tracking actions, and driving accountability.
- Strong analytical and organizational skills.
- Ability to translate technical topics into business-focused communications.
- 10+ years' experience as a senior level project manager.
- Demonstrated experience with project management practices and Microsoft Office tools, including Excel, Project, PowerPoint, Word, Outlook, Teams, and SharePoint.
- Familiarity with ITILv4 is a plus.
Typical Outcomes
- Clear ownership of operational initiatives.
- Improved service reporting accuracy.
- Successful execution of remediation and improvement programs.
- Effective communication between technical teams and business leadership.
- Timely completion of project deliverables and action items.
KEY JOB ELEMENTS
Program & Project Management
- Own project scope from initiation through delivery, proactively identifying scope creep and managing change requests to keep projects on time and on budget.
- Coordinate technology initiatives across multiple teams and stakeholders.
- Track progress of operational and infrastructure improvement programs.
- Monitor risks, dependencies, and issues impacting project delivery.
- Facilitate execution of remediation plans and operational improvement initiatives.
Stakeholder Management
- Serve as a liaison between customer leadership, service delivery teams, architects, and technical specialists.
- Ensure stakeholder expectations are communicated and managed effectively.
- Escalate issues requiring management attention and drive resolution ownership.
- Support executive-level communications regarding project status and operational performance.
Operational Governance
- Drive accountability for action items, deliverables, and process improvements.
- Ensure ownership is clearly established for operational initiatives.
- Coordinate reviews of service metrics, compliance results, and improvement plans.
- Manage project financials including budgeting and forecasting.
- Manage project resourcing and forecasting.
- Support governance processes that improve service quality and operational performance.
IT Service Delivery Coordination
- Work with infrastructure and endpoint management teams to improve service outcomes.
- Coordinate activities related to endpoint management, patch compliance, reporting accuracy, and operational processes.
- Facilitate collaboration between technical teams and business stakeholders.
Reporting & Communication
- Prepare and present both technical and financial status updates to leadership and stakeholders.
- Consolidate information from multiple teams into concise executive summaries.
- Track key performance indicators and communicate progress against targets.
- Document meeting outcomes, decisions, risks, and next steps.
Process Improvement
- Identify opportunities to improve operational efficiency and reporting accuracy.
- Support development of documented procedures and governance frameworks.
- Coordinate implementation of new processes and operational controls.
- Drive continuous improvement initiatives across service delivery functions.
Escalation Management
- Serve as the primary escalation point for high-priority issues, coordinating cross-functional teams and providing clear, timely updates to leadership.
PERSON SPECIFICATION
- Exceptional stakeholder management skills with the ability to influence at all levels of Senior Management and Technical Staff.
- Demonstrate resiliency.
- Be persuasive.
- Hold strong presentation and executive communication skills - report generated for customers as well as internal management.
- Help prioritize customer requirements with internal (project) tasks.
- Be highly visible to the customer.
- Strong commercial awareness and customer focus.
- Drive and delivery of strong customer outcomes.
