Director de proyecto

For more than 25 years, our global network of passionate technologists and pioneering craftspeople has delivered cutting-edge technology and game-changing consulting to companies on the brink of AI driven digital transformation. Since 2001, we have grown into a full service digital consulting company with 6000+ professionals working on a worldwide ambition. Driven by the desire to make a difference, we keep innovating.

Fuelling the growth of our company with our knowledge worker culture. When teaming up with Xebia, expect in-depth expertise based on an authentic, value-led, and high quality way of working that inspires all we do.

At Xebia, we put 'People First'---committed to attracting diverse talent and fostering an inclusive, respectful workplace where everyone is valued for their contributions. We welcome all individuals and evaluate solely on the quality of their work and teamwork.

As a Project Manager II focused on Pharmaceutical R&D Support Operations, you will plan, coordinate, and deliver operational improvements across a complex scientific data and technology environment.

You will work closely with Support Engineering, Level 3 engineering teams, Product Managers, Quality Managers, and other stakeholders to improve support operations, manage delivery across multiple work streams, and ensure issues, dependencies, risks, and improvements are tracked through to completion.

The role combines project management, service operations, stakeholder coordination, and data-driven continuous improvement, including support readiness for new products and initiatives related to automation and Agentic AI.

• Own and continuously improve the Support Jira board and related processes, including workflows, SLAs, prioritization, ticket quality, queues, filters, automation rules, and dashboards.
• Coordinate the end-to-end management of support issues, incidents, and escalations, ensuring timely follow-up, clear ownership, effective handovers to Level 3 engineering, and appropriate stakeholder communication.
• Run regular triage and backlog reviews, identify blockers and aging issues, and drive actions to resolution across engineering, support, and third-party teams.
• Build and maintain reporting on key support metrics, analyze trends and recurring issues, and translate findings into actionable recommendations for platform leadership.
• Lead operational improvement initiatives across support processes, defining scope, milestones, dependencies, risks, owners, and success measures.
• Coordinate retrospectives and ensure resulting improvement actions are tracked through to completion.
• Drive the creation and maintenance of reusable support knowledge, including runbooks, knowledge base articles, and operational documentation.
• Manage support-readiness activities for new products, features, and tools, ensuring required processes, documentation, access, routing, and coverage are in place before launch.
• Coordinate projects related to support automation and Agentic AI, including planning, rollout, documentation, adoption, and measurement of operational impact.
• Build strong relationships across Support, Engineering, Product, Quality, Project, and Program Management teams, ensuring alignment across delivery plans, dependencies, and operational practices.

• Bachelor's degree or equivalent professional experience in Project Management, Business Operations, Information Technology, or a related discipline.
• At least 3 years of experience managing technology projects, service operations, or operational improvement initiatives in complex environments.
• Hands-on experience with Jira and Confluence, including workflows, custom fields, queues, JQL filters, automation rules, dashboards, reporting, and structured documentation.
• Experience managing ticketing, incident, service request, or support processes against defined SLAs.
• Strong understanding of Agile methodologies, software engineering workflows, and the interaction between support, engineering, and product teams.
• Experience managing project scope, milestones, dependencies, risks, actions, and delivery plans across multiple stakeholders.
• Strong stakeholder management and influencing skills, with the ability to drive actions without direct reporting authority.
• Strong analytical and data literacy skills, with experience building reports, identifying trends, and presenting actionable findings.
• Solid technical literacy, including an understanding of logs, cloud and data platform…