Mission: To lead the successful delivery of major client projects, ensuring utmost client satisfaction. The Project Manager will also oversee status reporting across all client projects, contributing to overall service delivery efficiency, minimizing business risk, elevating client satisfaction, and optimizing profitability.

Responsibilities

Ensure the successful delivery of major client projects (defined as those over a specific threshold, e.g., 15 hours, or as agreed) adhering to timelines, scope, and budget constraints.

Collaborate effectively with cross-functional teams, including Expert Consultants, Account Managers, Technical teams (SOC/NOC), and Service Delivery, to drive project success and client satisfaction.

Achieve high Project Satisfaction (PSAT) scores for major client projects by implementing effective project management methodologies (e.g., Prince2, Agile) and delivering exceptional client experiences.

Drive project profitability through efficient resource utilization, cost management, and scope control for major client projects, leveraging AI tools where applicable for resource allocation and optimization.

Conduct Quality Assurance (QA) reviews to maintain high-quality service delivery, identify areas for improvement, and ensure adherence to project standards.

Build, execute, and refine processes and procedures to enhance customer engagements and streamline internal project delivery workflows.

Ensure compliance with relevant frameworks (e.g., ITIL, ISO, Prince2) for effective and standardized project delivery.

Communicate agreed actions, project progress, risks, and updates clearly and proactively, fostering transparency with both clients and internal project teams.

Manage client escalations related to projects effectively, ensuring timely resolution and maintaining client satisfaction.

Refer significant out-of-scope decisions or strategic issues to higher management (e.g., CCO) for guidance.

Stay updated with the latest advancements in project management methodologies and relevant technologies, including AI, and integrate them into practices where beneficial.

Provide consolidated status reporting across all client projects undertaken by the Professional Services and Service Delivery teams.

Monitor service delivery tickets/activities to identify tasks that meet the criteria for formal project conversion, working with relevant teams to develop Statements of Work (SOWs) and secure client agreement.

Key Performance Indicators (KPIs)

Project Performance (PSAT): Average satisfaction scores for completed major client projects.

Project Profitability: Achieving target margins on major client projects through effective budget, scope, and resource management.

On-Time Delivery: Percentage of major projects completed within the agreed timeline.

Quality Assurance (QA): Adherence to QA review processes for completed projects.

Process Improvement: Demonstrable improvements in project management documentation, standards, or processes.

Required Skills & Competencies

Project Management Expertise: Strong understanding and practical application of project management methodologies (e.g., Prince2, Agile, PMP).

Communication & Interpersonal Skills: Excellent verbal, written, and presentation skills; ability to manage stakeholder expectations effectively.

Collaboration & Leadership: Proven ability to lead and motivate cross-functional teams without direct authority.

Risk Management: Ability to proactively identify, assess, and mitigate project risks.

Financial Acumen: Understanding of project budgeting, cost control, and profitability management.

Problem-Solving: Strong analytical and problem-solving skills to address project challenges.

AI & Technology Literacy: Familiarity with project management software and an understanding of how AI can be applied to improve project delivery.

Experience & Qualifications

Education: Bachelor’s degree or equivalent practical experience. Project Management certification (e.g., PMP, Prince2 Practitioner) is highly desirable.

Experience: 3-5+ years of experience managing IT projects, ideally within an IT Managed Services Provider (MSP) or technology consulting environment. Experience managing projects involving infrastructure, cloud, security, or software deployment is preferred.

Certifications: PMP, Prince2, Agile certifications strongly preferred. ITIL certification is a plus.

Career Path & Development

Internal Growth: Potential progression to Senior Project Manager, Program Manager, or potentially Portfolio Manager roles, managing larger or more complex initiatives.

Cross-Functional Moves: Opportunities may exist to move into Operational Leadership or PMO roles across the organization.

Feeder Path: Provides a career path for individuals from Service Delivery or technical coordination roles who demonstrate strong organizational, leadership, and process optimization skills.

Skills Development: Access to ongoing training in project management methodologies, leadership development, financial management, and emerging technologies including AI.

Reporting Structure: Reports to the Chief Commercial Officer (CCO) or the Head of Professional Services (once established).

Strategic Control Systems Pty Ltd

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