Service Delivery Project Manager

This is a remote position.

SUMMARY

The Service Delivery Project Manager is responsible for the successful execution of client projects from initiation through completion. This role owns project coordination, resource planning, client communication, financial performance, and overall delivery outcomes.

The Project Manager ensures projects are delivered on time, within scope, and within budget, while maintaining defined technical standards and delivering an exceptional client experience. Acting as the central coordination point between Sales, Engineering, Service Teams, and Leadership, this role drives predictable execution and scalable service delivery operations.

This position owns project outcomes and financial performance but does not make final technical design decisions.

JOB RESPONSIBILITIES

Project Delivery Ownership

• 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

Resource Coordination

• 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

Client Communication

• 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

Financial Performance & 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-Department Collaboration

• Partner with Sales during project handoffs to validate sco