Project Manager - CCaaS Client Support Services

Description

The Project Manager serves as the single point of accountability for the successful delivery, transformation, and operational performance of enterprise end-user IT services. This role provides strategic leadership across Service Desk, Desktop Support, IT Asset Management, and enabling platforms, including Service Now and Contact Center as a Service (CCaaS), ensuring the delivery of an integrated, customer‑centric support model.

The Project Manager is responsible for maintaining operational excellence while driving continuous service improvements through process optimization, automation, analytics, and ITIL best practices. Working closely with client leadership, the Project Manager aligns technology services with organizational priorities and ensures the delivery of measurable business outcomes.

• Provide overall leadership and coordination for Service Desk, Desktop Support, and IT Asset Management functions as a unified service delivery organization.
• Serve as the primary point of contact for client leadership regarding operational performance, strategic initiatives, and service improvements.
• Ensure service delivery aligns with organizational objectives and evolving digital transformation initiatives.
• Coordinate cross‑functional teams to deliver consistent, high‑quality customer support.

• Lead initiatives that modernize service delivery through automation, AI‑enabled capabilities, and omnichannel support.
• Promote adoption of self‑service technologies, workflow automation, and knowledge management solutions.
• Develop and maintain a continuous service improvement program using operational metrics, trend analysis, and root cause analysis.
• Drive measurable improvements in First Contact Resolution (FCR), Customer Satisfaction (CSAT), operational efficiency, and service quality.

• Ensure all IT services are delivered using standardized, ITIL‑aligned Service Now workflows.
• Collaborate with platform administrators to enhance workflow automation, knowledge management, reporting, and Virtual Agent capabilities.
• Support integration between Service Now and CCaaS platforms to deliver a seamless customer experience.
• Promote standardized processes that improve consistency, transparency, and operational scalability.

• Manage performance against all contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop dashboards and reporting that provide actionable insights into service performance.
• Conduct regular operational and executive service reviews with client stakeholders.
• Monitor vendor and subcontractor performance to ensure compliance with contractual obligations.
• Identify, assess, and mitigate operational, technical, and staffing risks.
• Develop and maintain business continuity and contingency plans.
• Lead response activities for major incidents, ensuring timely communication, escalation, and resolution.
• Monitor operational health and proactively address emerging issues.

• Lead transition activities including onboarding, knowledge transfer, operational readiness, and service stabilization.
• Develop transition plans that minimize operational disruption.
• Support organizational change initiatives associated with new technologies, processes, and service delivery models.
• Ensure successful adoption of new capabilities through stakeholder engagement and communication.

• Build collaborative relationships with client executives, agency leadership, business stakeholders, and vendors.
• Serve as a trusted advisor on service optimization, innovation, operational efficiency, and customer experience improvements.
• Facilitate collaboration across agencies and business units to standardize service delivery where appropriate.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Master's degree or MBA preferred.
• Project Management Professional (PMP) certification preferred.

• Bachelor's degree…