Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field; equivalent experience considered.
MBA, PMP certification, or other relevant project management certifications are assets.
Bilingual in English and French with strong communication skills.
Minimum of 3 years in project management, professional services delivery, or customer success.
Experience managing client-facing engagements and coordinating cross-functional teams.
Knowledge of cybersecurity concepts and managed security services is a plus.
Responsibilities
Provide post-sales customer service as the primary client contact.
Build and maintain strong client relationships for a positive experience.
Advocate for customer requests and facilitate timely resolutions.
Plan and oversee project delivery throughout its lifecycle.
Ensure projects meet scope, budget, quality standards, and timelines.
Develop and maintain project plans, schedules, and status reports.
Monitor project progress and proactively manage risks and escalations.
Benefits
3 weeks' vacation, 5 personal days, and paid bereavement days.
13 paid holidays.
Comprehensive group insurance plan including health, dental, and vision.
Employee assistance program (Dialogue).
RRSP with employer matching contributions.
Peer recognition program and awards.
Company stock options and discounts with various merchants.
Full Job Description
Summary
We are looking for service managers to join our Project Management Office team. Service managers work alongside IT security professionals to help manage customers, quality, budget and efforts associated with projects related to all our professional services. The candidate will mostly assist in delivering GoSecure's services within the agreed upon duration, scope and constraints while managing stakeholders' expectations and objectives.
Duties and responsibilities
Client Relationship Management
Provide post-sales customer service and act as the primary point of contact for clients throughout the engagement.
Build and maintain strong client relationships to ensure a positive customer experience.
Advocate for customer requests and issues across departments and facilitate timely resolution.
Ensure client expectations are clearly understood, communicated, and managed.
Address client concerns, issues, and escalations in a timely and professional manner.
Identify opportunities for service enhancements and follow-on consulting engagements.
Project Delivery Management
Plan and oversee the day-to-day delivery of projects throughout their entire lifecycle, including:
Initiation
Planning
Execution
Monitoring and Control
Closure
Ensure projects and services are delivered according to agreed scope, budget, quality standards, timelines, and contractual commitments.
Develop and maintain project plans, schedules, risk registers, issue logs, action logs, and status reports.
Monitor project progress and proactively identify, manage, and mitigate risks and escalations.
Coordinate project activities and dependencies across internal teams and client stakeholders.
Facilitate project governance activities, including status meetings, steering committees, and project reviews.
Resource & Operational Management
Work closely with consultants, practice leaders, and delivery teams to support resource planning and allocation.
Monitor resource utilization, workload balancing, and capacity forecasts.
Support staffing decisions for client engagements and strategic initiatives.
Coordinate onboarding and transition activities for project resources as required.
Reporting & Continuous Improvement
Develop and maintain project and service performance metrics, dashboards, and reports.
Track project financials, including budgets, forecasts, effort consumption, and profitability.
Monitor client satisfaction and service delivery performance.
Drive the adoption of standardized methodologies, templates, and best practices.
Identify opportunities to improve delivery processes, operational efficiency, service quality, and profitability.
Qualifications
The ideal candidate will possess the following qualifications:
Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field. Equivalent combinations of education and relevant experience may be considered.
MBA, PMP certification, or other relevant project management certifications are considered assets.
Bilingual in English and French, with excellent verbal and written communication skills.
Minimum of 3 years of experience in project management, professional services delivery, customer success, or a related field.
Experience managing client-facing engagements and coordinating cross-functional teams.
Experience with resource planning, project reporting, and operational performance tracking.
Knowledge of cybersecurity concepts, information security, governance, risk and compliance (GRC), network security technologies, or managed security services is considered an asset.
Required Competencies
The following personal attributes and competencies are highly valued at GoSecure:
Strong interest in cybersecurity topics, including Ethical Hacking, Managed Security Services, Security Architecture, Governance, Risk and Compliance (GRC), and emerging security trends.
Excellent analytical and problem-solving skills.
Strong organizational and planning capabilities with exceptional attention to detail.
Ability to manage multiple priorities concurrently in a fast-paced environment.
Ability to work independently while fostering collaboration across teams.
Strong customer service and relationship management skills.
Excellent verbal, written, and presentation skills in both English and French.
Energetic, proactive, and results-oriented, with a positive "can-do" attitude.
Demonstrated ability to build trust with clients and internal stakeholders.
Why come to GoSecure?
3 weeks' vacation, 5 personal days, paid bereavement days
13 paid holidays
Group insurance plan: health, dental, vision, disability, life, travel
Employee assistance program (Dialogue)
RRSP and matching employer contribution
Peer recognition program and other awards granted throughout the years
Company stock options
Discounts on a variety of merchants
Young and dynamic team always striving to improve
and much more!
About GoSecure
GoSecure is a cybersecurity company that provides a range of services to protect organizations from cyber threats. The company offers a range of solutions, including managed detection and response, threat hunting, and incident response. GoSecure's solutions are designed to help organizations detect and respond to cyber threats quickly and effectively. The company was founded in 2002 and is headquartered in Montreal, Quebec.
