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 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

Â· Minimum 5 years of experience in project management within IT, MSP, or service delivery environments

Â· Experience managing infrastructure, cloud, or cybersecurity-related projects

Â· Proven ability to manage budgets, timelines, and cross-functional teams

Â· Strong client-facing communication and stakeholder management skills

Â· Experience working in structured SLA-driven environments

Preferred Certifications:

Â· PMP (Project Management Professional) – Preferred

Â· ITIL Foundation – Preferred

Technical Familiarity:

Â· Experience with ConnectWise Manage or equivalent PSA tool (required)

Â· Understanding of Microsoft 365, Azure, networking, and cybersecurity environments

Â· MSP project delivery experience strongly preferred

Requirements

Ability to work between 7:00 AM – 7:00 PM HST , with flexibility as business needs require
Willingness to work up to 40–55 hours per week , including potential after-hours or weekend support
Strong financial acumen with accountability for project gross margin (target â¥50%)
Ability to maintain high schedule performance (90%+ on-time delivery)
Strong risk identification and escalation capabilities
High level of ownership — focused on outcomes, not just task coordination
Ability to operate in a fast-paced, evolving service delivery environment

Benefits

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

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