Project Manager / Service Delivery Manager

Job description

Project Management  Apply industry-standard IT project management methodologies and frameworks (e.g., Agile, PMP, ITIL).  Lead the end-to-end project lifecycle: initiate, plan, execute, monitor, and close projects effectively.  Develop and manage project scope, timelines, milestones, budgets, and resources.  Draft and manage Requests for Proposals (RFPs) for third-party vendors/contractors.  Track project status, manage risks and issues, and ensure timely resolution.  Prepare and maintain all project documentation, including charters, schedules, reports, and closure documents.  Regularly report project progress and escalate issues to leadership when necessary.  Conduct post-project evaluations to document lessons learned and best practices. Service Delivery Management (L1/L2 Support)  Oversee day-to-day service delivery of L1/L2 support teams to meet SLAs and customer expectations.  Act as the primary liaison between support teams, internal stakeholders, and external vendors.  Continuously monitor and improve incident management, problem resolution, and change management processes.  Ensure accurate capture of business requirements and coordinate implementation with support teams.  Maintain compliance with audit, security, and information governance policies.  Ensure business continuity by proactively managing infrastructure changes and updates.  Review regular support performance metrics and work on service improvement plans. Qualifications & Skills  Bachelor’s degree in Computer Science, Information Technology, or related field.  5+ years of experience in IT project management and/or service delivery.  Strong understanding of L1/L2 support structures, ITIL practices, and SLA adherence.  Experience with managing remote teams and third-party vendors.  Excellent communication, stakeholder management, and documentation skills.  Proven ability to manage multiple concurrent projects and deliver within deadlines and budgets.  Strong problem-solving, analytical, and organizational skills.  Certifications preferred: PMP, PRINCE2, ITIL Foundation/Intermediate