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 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

· 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

Preferred Certifications:

· PMP (Project Management Professional) – Preferred

· ITIL Foundation – Preferred

Technical Familiarity:

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

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

· 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 ≥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)