MSP IT Project Manager

Job Title:

Professional Services Project Manager

Full Time Exempt, Salaried Employee

Hybrid Orlando, FL

Professional Services

The Project Manager (PM) is responsible for delivering project services to the client base. As the team lead for the Professional Services Team, the PM will be accountable for successful project outcomes and the performance of all professional services team members. The PM role includes two essential pillars:

This role is critical to the success of the managed services practice. It requires excellent communication, administrative, documentation, technical, negotiation, and organization skills. The PM will collaborate cross-functionally with MSP team members to deliver project services to clients. Through these efforts, the PM will effectively generate non-recurring revenue (NRR) based on a pro forma utilization plan.

• Project Lifecycle Management: Manage all booked IT projects in the project queue
• Project Intake Process: Engage in the project intake and initiation processes, ensuring an organized transition of newly booked projects into the Professional Services Team workflow
• Product Tracking: Track expected delivery dates to ensure timely receipt of products to maintain the project schedule
• Project Coordination: Coordinate and collaborate with project team resources and client stakeholders to accomplish project work in a timely manner
• Project Scheduling and Schedule Maintenance: Set and maintain the project schedule to meet project timeline commitments
• Project Methodology: Ensure the application of company-approved project methodology by Professional Services Team members to achieve consistent service delivery outcomes
• Engineer Sync Up: Conduct regularly scheduled sync up meetings with Engineers to assure adherence to the project schedule and time budget
• Engineer Time Entry: Monitor Engineer time entry timeliness, quality, and accuracy to confirm project status adherence to the project budget and billable hours
• Project Status Monitoring: Review work plans for task completion to ensure that projects are completed on time and on budget
• Project Status Meetings: Schedule, prepare for, and conduct project status meetings with project stakeholders to enable stakeholder alignment on project status
• Project Documentation: Assign and verify completion of required project documentation
• Project Course Correction: Engage in course correction activities with stakeholders when projects go off track
• Business Requirements Confirmation: Ensure that projects meet intended client business outcomes prior to project closure
• Customer Satisfaction: Measure and achieve targeted customer satisfaction targets
• Out-Of-Scope Project Services: Manage, complete, and bill for out-of-scope project services
• Project Billing: Complete project billing according to and in conjunction with Finance Team processes

• Team Utilization: Accountable for achieving Target Engineer Billable Utilization plan
• KPI Oversight: Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectives
• Monthly Billable Utilization Projection Reporting: Prepare a report prior to the beginning of each month that projects billing utilization for the upcoming month
• Project Backlog Reporting: Report backlog of billable and non-billable project hours weekly
• Capacity Planning: Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demands
• Project Documents Folder Management: Manage and maintain project documentation repositories
• CSAT Reporting: Deliver and collect client satisfaction surveys, then analyze and share data with the team, ensuring that what is learned is incorporated into team process
• Coaching and Mentoring: Provide continuous coaching to PS team members to foster professional growth and enhance service delivery
• Process Development and Optimization: Develop and continuously refine Professional Services Team processes to enhance efficiency and effectiveness
• Onboarding and Training: Lead the orientation and training of new hires to ensure a smooth integration into the team
• Performance Reviews: Conduct regular meetings with Professional Services Team members to review performance, set goals, and address any concerns
• Weekly Department Level Meeting: Prepare for and chair the weekly Professional
  Services Department Level Meeting to foster collaboration and strategic alignment
• Quarterly Initiatives: Determine…