Position SummaryThe Service Delivery Project Manager (SDPM) is responsible for managing the end-to-end delivery of customer projects within a data center environment. This role serves as the primary point of contact for customers throughout the onboarding, deployment, and service implementation lifecycle, ensuring projects are delivered on time, within scope, and in accordance with contractual commitments.
The SDPM coordinates cross-functional teams including Sales, Engineering, Operations, Facilities, Network, Security, Finance, and Customer Support to successfully execute customer deliverables while maintaining exceptional customer satisfaction. The role requires strong project management, communication, risk management, and stakeholder engagement skills in a mission-critical data center environment.
This position reports to the Director of Operations.
Essential Job Functions- Manage customer implementation projects from contract execution through service activation and turnover to operations.
- Develop and maintain project plans, schedules, milestones, dependencies, and deliverables.
- Ensure all customer commitments are delivered according to contractual requirements and agreed timelines and project costs.
- Track project progress and proactively identify and mitigate risks that may impact delivery schedules.
- Coordinate project activities across multiple internal departments and external vendors.
- Manage change requests and ensure proper documentation, approvals, and customer communication.
- Serve as the primary customer-facing project lead throughout the delivery lifecycle.
- Conduct project kickoff meetings and establish clear expectations, milestones, and communication plans.
- Provide regular project status updates, executive summaries, and milestone reporting.
- Manage customer escalations and facilitate resolution of issues affecting project delivery.
- Build and maintain strong customer relationships.
- Collaborate with Sales to ensure a smooth transition from contract execution to implementation.
- Work with Facilities teams to coordinate power, cooling, and space allocations.
- Coordinate with Finance and Billing teams to ensure accurate service activation, customer billing and vendor invoicing.
- Engage third-party vendors and contractors as required to support customer deliverables.
- Identify project risks and develop mitigation plans.
- Maintain accurate project documentation, meeting minutes, and action logs.
- Ensure compliance with company procedures, customer requirements, and operational standards.
- Prepare executive-level reports and dashboards on project status and portfolio performance.
QualificationsEducation:
- College Degree - 2yr min.
Experience:
- 5 years (min) of project management experience.
- Scope, Milestone, schedule tracking.
- Stakeholder & vendor management.
- Risk management.
- Change coordination.
- Financial accountability.
- Experience managing customer-facing infrastructure deployment projects.
- Proven track record delivering complex projects with multiple stakeholders and tight deadlines.
- Experience working with service delivery, provisioning, or customer onboarding processes.
- Familiarity with project management methods, tools & ticketing systems.
Skills and Abilities- Exceptional communication and presentation skills.
- Strong organizational and time management abilities.
- Ability to manage multiple concurrent projects.
- Proven track record delivering complex projects with multiple stakeholders and tight deadlines.
- Experience working with service delivery, provisioning, or customer onboarding processes.
- Familiarity with project management methods, tools & ticketing systems.
