Service Delivery Project Manager

SUMMARY

TheServiceDelivery Project Manageris responsible for the successful execution ofclient projects from initiation through completion. This role owns projectcoordination, resource planning, client communication, financial performance,and overall delivery outcomes.

The Project Managerensures projects are delivered on time, within scope, and within budget, whilemaintaining defined technical standards and delivering an exceptional clientexperience. Acting as the central coordination point between Sales, Engineering,Service Teams, and Leadership, this role drives predictable execution andscalable service delivery operations.

This position ownsproject outcomes and financial performance but does not make final technicaldesign decisions.

JOB RESPONSIBILITIES

Project DeliveryOwnership

• Manage full project lifecycle: intake, kickoff, planning, execution, monitoring, and closeout
  
• Ensure alignment between approved sales scope and delivery execution
  
• Maintain project schedules, milestones, risk registers, and documentation
  
• Coordinate and manage scope changes and formal change orders
  
• Ensure adherence to project delivery standards and documentation requirements
  

ResourceCoordination

• Coordinate engineering resources across Helpdesk, Projects, and Cybersecurity teams
  
• Collaborate with Service Managers and Team Leads to balance project work with operational commitments
  
• Forecast resource capacity needs and proactively escalate constraints
  

ClientCommunication

• Serve as the primary point of contact for clients during active projects
  
• Lead project kickoff meetings and recurring status updates
  
• Proactively manage expectations when risks, delays, or scope changes arise
  
• Deliver executive-level communications, especially for enterprise and regulated clients
  

FinancialPerformance & Accountability

• Monitor project budgets, labor utilization, and gross margin performance
  
• Ensure billable hours align with approved estimates
  
• Escalate financial risks and margin concerns early
  
• Coordinate billing milestones and support accurate percent-complete tracking
  

Cross-DepartmentCollaboration

• Partner with Sales during project handoffs to validate scope clarity
  
• Work closely with Solution Architects and Engineers on technical risk alignment
  
• Support Account Managers in maintaining strong client relationships
  

Documentation &Process Compliance

• Maintain accurate project records in ConnectWise or equivalent PSA systems
  
• Ensure technical documentation is complete prior to project closure
  
• Contribute to continuous improvement of project templates, workflows, and delivery standards
  

QUALIFICATIONS

·Minimum5 years of experience in project management within IT, MSP, or service deliveryenvironments

·Experiencemanaging infrastructure, cloud, or cybersecurity-related projects

·Provenability to manage budgets, timelines, and cross-functional teams

·Strongclient-facing communication and stakeholder management skills

·Experienceworking in structured SLA-driven environments

Preferred Certifications:

·PMP(Project Management Professional) – Preferred

·ITILFoundation – Preferred

Technical Familiarity:

·Experiencewith ConnectWise Manage or equivalent PSA tool (required)

·Understandingof Microsoft 365, Azure, networking, and cybersecurity environments

·MSPproject delivery experience strongly preferred

Requirements

• Ability towork between7:00 AM – 7:00 PM HST, with flexibility as business needsrequire
  
• Willingnessto work up to40–55 hours per week, including potential after-hours orweekend support
  
• Strongfinancial acumen with accountability for project gross margin (target ≥50%)
  
• Ability tomaintain high schedule performance (90%+ on-time delivery)
  
• Strongrisk identification and escalation capabilities
  
• High levelof ownership — focused on outcomes, not just task coordination
  
• Ability tooperate in a fast-paced, evolving service delivery environment
  

Benefits

• Competitive Pay +10% NightDifferential
  
• Fully Remote Setup
  
• Full-Time Employment
  
• Company-Provided Laptop
  
• Complete Statutory Benefits
  
• HMO with Free Dependent
  
• Life Insurance (Up to 3M coverage)