Project Manager - SaaS Delivery

Project Manager
UK (remote-first) | Oslo | Aarhus/Copenhagen

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud 🏆

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points 📈

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

About the role

This is a new role increasing headcount in the team, due to company growth and increasingly sizeable customers being onboarded.

The Project Management team work in conjunction with our Solution Architects, Implementation Engineers + wider Professional Services & Customer Success teams to ensure a smooth end-to-end customer onboarding from conception to delivery.

What you'll do 🎯

• Own the end-to-end delivery of multi-product SaaS implementation projects, from kick-off through go-live and handover.

• Lead cross-functional delivery teams – including Solution Architects, Implementation Consultants, and Trainers – to deliver on agreed scope, timelines, and budget.

• Operate within our defined delivery framework, using a hybrid (waterfall + agile) approach to balance predictability, governance, and flexibility.

• Build and maintain clear project plans, RAID logs, and status reporting, ensuring all stakeholders understand milestones, dependencies, and risks.

• Run governance forums such as steering committees and regular status meetings, providing structured updates to senior customer and internal stakeholders.

• Act as the primary point of contact for the customer, building strong relationships and advocating for their success while safeguarding project performance.

• Proactively manage scope, change control, and expectations, challenging scope creep and assumptions in a constructive, customer-centric way.

• Own the commercial health of your projects: track time, budget, and margin; forecast effort; and ensure work is delivered profitably.

• Anticipate and manage issues and escalations, keeping calm under pressure and driving clear action plans to resolution.

• Translate ambiguity into structure – turning high-level objectives or incomplete requirements into practical, executable project plans.

• Collaborate closely with Sales, Professional Services leadership, Customer Success, Support, Product, and AI/Enablement teams to ensure smooth handovers and a consistent customer experience.

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