Information Technology Project Manager

The ideal candidate will be responsible for designing, implementing, managing, and evaluating IT projects across our organization. In order to do this successfully, this person should feel comfortable handling multiple tasks at a time.

Roles & Responsibilities

Service Delivery Coordination & Support:

• Support the day-to-day operations of service delivery, ensuring project and service commitments are executed as planned.
• Assist in tracking service performance metrics, ensuring adherence to SLAs, project timelines, and quality standards.
• Collaborate with cross-functional teams (PMO, IT, Sales, and Delivery teams) to ensure smooth project execution.
• Monitor and update service delivery documentation, reports, and operational workflows, ensuring accuracy and completeness.
• Ensure timely resolution of service-related issues, escalating concerns to the Team Leader – Service Delivery when needed.

Project Tracking & Reporting:

• Maintain project tracking systems, ensuring that project statuses, milestones, and risks are updated and communicated.
• Assist in collecting and analyzing project data, generating reports on progress, risks, and performance.
• Provide support for weekly and monthly project status meetings, ensuring stakeholders are informed of key developments.
• Ensure proper documentation of project lessons learned, contributing to process improvements.

Stakeholder Communication & Support:

• Act as a liaison between internal teams, customers, and external vendors, ensuring effective communication and coordination.
• Classified as S+ Internal
• Ensure that all stakeholders have visibility into service status, issue resolutions, and project progress.
• Assist in client-facing service reporting, ensuring transparency in project and service delivery updates.
• Facilitate the handover of completed projects from Service Delivery to Customer Success teams, ensuring a seamless transition.

Process Improvement & Governance Compliance:

• Support the implementation of project management and service delivery best practices, ensuring process consistency.
• Identify and recommend improvements to service workflows, governance frameworks, and operational efficiencies.
• Ensure compliance with ITIL, Agile, and PMO best practices, supporting the Team Leader – Service Delivery in process optimization.
• Assist in audit preparation and documentation to ensure adherence to governance standards and regulatory requirements.

Risk & Issue Management Support:

• Track and report on project and service delivery risks, supporting risk mitigation efforts.
• Work with internal teams to identify potential bottlenecks, delays, and quality concerns, ensuring early intervention.
• Ensure proper escalation of service delivery issues, working with leadership to address concerns promptly.

Job Specific Knowledge and Skills:

1. Ability to track project milestones, risks, and SLA compliance.
2. Experience in PMO best practices and project documentation management.
3. Strong organizational and multi-tasking skills in service operations.
4. Ability to generate reports and analyze service performance metrics.
5. Strong problem-solving skills and escalation management.
6. Experience in Agile and ITIL-based service governance.
7. Collaboration with cross-functional teams to ensure service quality.
8. Ability to support service improvement initiatives and automation efforts.
9. Strong communication skills for stakeholder coordination.
10. Ability to work in fast-paced, high-demand service environments

Preferred Qualifications & Experience:

• Bachelor’s degree in IT, Business, or related field.
• 5-10 years of experience in IT service delivery, project management, Strong knowledge of service governance models, PMO best practices, and SLA tracking.
• PMP Certified is a must
• Proof record of successfully managing IT project in fast paced environment
• Experience supporting project tracking, issue resolution, and risk management.
• Ability to generate service reports, analyze delivery metrics, and coordinate across teams.
• Bilingual is desirable