Service Delivery Project Manager

Role Overview

• 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
• 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
• 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
• 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
• 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
• 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

Requirements

• Minimum 5 years of experience in project management within IT, MSP, or service delivery environments
• Experience managing infrastructure, cloud, or cybersecurity-related projects
• Proven ability to manage budgets, timelines, and cross-functional teams
• Strong client-facing communication and stakeholder management skills
• Experience working in structured SLA-driven environments
• Experience with ConnectWise Manage or equivalent PSA tool (required)
• Understanding of Microsoft 365, Azure, networking, and cybersecurity environments
• MSP project delivery experience strongly preferred
• 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 ≥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

Tech Stack

• Azure
• Cloud
• Cyber Security

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)