Senior Manager, Project + Operations

Description

Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

  

The value you bring:

As a senior member of the managed services Field Team, the Enterprise Technical Account Manager will provide the highest-level technical support and strategy road-mapping to assigned, enterprise-level managed services clients within a 24/7/365 environment. As a highly visible member of our team, this individual will work remotely.

Requirements

What you'll do:  

Senior Managers, Project + Operations are responsible for leading and managing complex IT projects ensuring the successful outcomes of Professional Services, Managed Services, and Operations. Working closely with clients and cross departmentally, they ensure that projects are delivered as scoped, on time, and at/under budget to achieve customer goals and are responsible for the following essential duties and responsibilities: 

• Lead and oversees projects related to client technologies, spanning infrastructure spectrum and including application      support and integration; migrations; hardware/software procurement; asset/licensing management; upgrades and implementations.? 
• Lead and oversees the full project cycle, from  resourcing to client communications, to change orders and close-out,      coordinating with client points of contact and Managed Solution engineering/sales resources to ensure projects are delivered      satisfactorily and in accordance with contracted work, to achieve client’s business/technology goals. 
• Leverages outstanding interpersonal communication skills to build relationships with internal staff and points of contact at      the client site, including IT staff and members of upper management/C-suite teams in order to effectively influence project success,  resolve conflict, and achieve customer goals. Demonstrates clear understanding of client’s business goals and the transformational  objectives of the project. 
• Leads project cadence meetings, including kick-off  calls, and acts as a main point of communication for clients during project work. Ensures project meetings have an effective agenda and the appropriate attendees. Writes and delivers timely and accurate meeting  notes and schedules appropriate follow-up actions to facilitate project  progress. 
• Ensure successful achievement of client goals by  aligning work with the project scope outlined in the executed statement of      work. Identifies and escalates project risks related to resources, scope issues, implementation, and budget, working across departments and with the client and responsible for ensuring effective/timely resolution of  issues. 
• Manages project change order processes, including  client communication, as necessary to obtain client authorization for      changes in project scope and/or budget. Delivers updated contract  documents using contract management tool, in coordination with management/sales,  as needed. 
• Utilizes ticketing/scheduling systems to assign  resources and build project plan documents in accordance with best practice and company standards. 
• Utilizes strong writing skills to build and deliver end-user documentation and other written communications related to the      project. 
• Delivers project retrospective and close-out activities, including the documentation of lessons learned, client testimonials, etc. May detail client work and feedback as appropriate in public-facing blogs or other written communiques, documenting the transformational  aspects of the project and the outcomes achieved for the client, including ROI or other positive impacts. 
• Proactively identify potential IT project and operational risks by analyzing system vulnerabilities, resource  constraints, and external factors. Assess risks based on their impact on project timelines, budgets, and system performance, prioritizing those that could disrupt critical operations. 
• Develop and implement risk mitigation plans, applying best practices in IT operations and project management. Establish      contingency strategies, ensure robust incident response procedures, and maintain business continuity plans to minimize downtime and service disruptions. 
• Continuously monitor IT systems, project progress,  and operational performance to detect early signs of risk. Provide timely      reports to stakeholders, escalate critical issues, and foster trans