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Project Manager – IT Managed Services (PMO)

Role Overview

The Project Manager is responsible for planning, executing, and delivering IT infrastructure projects for managed services clients in alignment with PMO standards, contractual obligations, and business objectives. This role operates within a centralized PMO and partners closely with engineering teams, service delivery, account management, and leadership to ensure consistent, predictable project outcomes across the Managed Services Provider portfolio.

Projects may include infrastructure deployments, cloud migrations, security initiatives, onboarding/offboarding, hardware platform upgrades, and continuous improvement initiatives tied to managed services agreements.

Key Responsibilities

Project Delivery & Execution

• Manage the full IT project lifecycle from SOW development and project initiation through closure and post‑implementation review
• Develop and maintain project plans, schedules, milestones, dependencies, and resource assignments
• Ensure projects are delivered on time, within scope, and aligned with defined success criteria
• Coordinate with Service Desk Manager to obtain technical resources across engineering, security, and service desk teams
• Manage task execution using Autotask and standard PMO methodologies to ensure indirect reports understand and meet expectations

PMO Governance & Standards

• Establish and/or maintain PMO processes, templates, reporting standards, and quality gates
• Maintain accurate and up‑to‑date project documentation (Scope of Work, schedules, scope change logs)
• Provide regular status reporting to internal leadership and client stakeholders
• Identify risks, issues, and dependencies early and drive mitigation plans
• Support continuous improvement of PMO processes and delivery maturity

Client & Stakeholder Management

• Act as the primary point of contact for project communication with clients and internal stakeholders (i.e. Account Manager, Service Manager, Tech Resources)
• Set and manage expectations regarding scope, timelines, deliverables, and risks
• Facilitate project meetings, technical reviews, and executive status updates
• Translate technical concepts into clear, business‑appropriate communication
• Manage change requests and scope adjustments in alignment with contracts and approvals

Financial & Contractual Awareness

• Track project effort, utilization, and budget against estimates and agreements
• Ensure projects align with Statements of Work (SOWs), Managed Services Agreements (MSAs), and SLAs
• Identify potential scope creep or margin risk and escalate appropriately
• Support forecasting, invoicing inputs, and project profitability analysis as required

Operational Integration

• Ensure smooth transition of completed projects into managed services operations
• Coordinate knowledge transfer, documentation handoff, and operational readiness
• Align project outcomes with ongoing service delivery models and standards
• Partner with Account Manager to ensure long‑term client success

Required Skills & Experience

Project Management Experience

• Ability to manage multiple concurrent projects with competing priorities
• Proven experience managing projects focused on IT infrastructure, cloud, security, or enterprise technology
• Experience working within a PMO or standardized project delivery framework
• Foundational understanding of project management methodologies

MSP / IT Environment Knowledge

• Experience in an IT Managed Services Provider or similar client‑facing IT environment
• Familiarity with:
  • Microsoft 365 / Azure
  • Networking, firewalls, and security platforms
  • Server, storage, and virtualization technologies
  • Identity & Access Management
• Understanding of how projects integrate into ongoing managed services operations

Communication & Leadership

• Strong stakeholder management and client communication skills
• Ability to lead cross‑functional technical teams without direct authority
• Comfortable presenting to technical and non‑technical audiences
• Clear, concise written and verbal communication

Tools & Reporting

• Experience with project management and PSA tools (e.g., Microsoft Project, Planner, Autotask, or similar)
• Strong documentation and reporting discipline
• Proficiency with Microsoft 365 (Teams, Word, Excel, PowerPoint)

Preferred (Not Required)

• Exposure to compliance, security, or regulated environments
• Experience with client onboarding/offboarding projects
• PMP, CAPM, or equivalent project management certification
• ITIL familiarity or experience working alongside ITIL‑aligned service delivery teams