Professional Services Project ManagerThe 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. This is a player/coach role requiring both hands-on contribution to project delivery and leadership of the Professional Services Team.
The PM role includes three essential pillars:1. Project Execution and Quality Control: Internal and external project stakeholder coordination to achieve business and technical requirements of proposed project solutions based on project schedules and expectations set with the client2. Project Team Leadership: Management of all members of the Professional Services Team, confirming the use of processes and tools developed to ensure adherence to professional services processes and delivery standards3.
Technical Contribution & Project Delivery: Actively contribute to project delivery alongside engineering staff, serving as a technical resource when needed, supporting solution design, and ensuring successful execution of complex projectsThis 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.Key Responsibilities:Project Execution and Quality Control:Project Lifecycle Management: Manage all booked IT projects in the project queueProject Intake Process: Engage in the project intake and initiation processes, ensuring an organized transition of newly booked projects into the Professional Services Team workflowProduct Tracking: Track expected delivery dates to ensure timely receipt of products to maintain the project scheduleProject Coordination: Coordinate and collaborate with project team resources and client stakeholders to accomplish project work in a timely mannerProject Scheduling and Schedule Maintenance: Set and maintain the project schedule to meet project timeline commitmentsProject Methodology: Ensure the application of company-approved project methodology by Professional Services Team members to achieve consistent service delivery outcomesEngineer Sync Up: Conduct regularly scheduled sync up meetings with Engineers to assure adherence to the project schedule and time budgetEngineer Time Entry: Monitor Engineer time entry timeliness, quality, and accuracy to confirm project status adherence to the project budget and billable hoursProject Status Monitoring: Review work plans for task completion to ensure that projects are completed on time and on budgetProject Status Meetings: Schedule, prepare for, and conduct project status meetings with project stakeholders to enable stakeholder alignment on project statusProject Documentation: Assign and verify completion of required project documentationProject Course Correction: Engage in course correction activities with stakeholders when projects go off trackBusiness Requirements Confirmation: Ensure that projects meet intended client business outcomes prior to project closureCustomer Satisfaction: Measure and achieve targeted customer satisfaction targetsOut-Of-Scope Project Services: Manage, complete, and bill for out-of-scope project servicesProject Billing: Complete project billing according to and in conjunction with Finance Team processesProject Team Leadership Additional Responsibilities:Team Utilization: Accountable for achieving Target Engineer Billable Utilization planKPI Oversight: Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectivesMonthly Billable Utilization Projection Reporting: Prepare a report prior to the beginning of each month that projects billing utilization for the upcoming monthProject Backlog Reporting: Report backlog of billable and non-billable project hours weeklyCapacity Planning: Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demandsProject Documents Folder Management: Manage and maintain project documentation repositoriesCSAT Reporting: Deliver and collect client satisfaction surveys, then analyze and share data with the team, ensuring that what is learned is incorporated into team processCoaching and Mentoring: Provide continuous coaching to PS team members to foster professional growth and enhance service deliveryProcess Development and Optimization: Develop and continuously refine Professional Services Team processes to enhance efficiency and effectivenessOnboarding and Training: Lead the orientation and training of new hires to ensure a smooth integration into the teamPerformance Reviews: Conduct regular meetings with Professional Services Team members to review performance, set goals, and address any concernsWeekly Department Level Meeting: Prepare for and chair the weekly Professional Services Department Level Meeting to foster collaboration and strategic alignmentQuarterly Initiatives: Determine and execute on quarterly team initiatives aimed at team process development, enhancing team member skills, and promoting business growthAdditional Technical & Delivery Expectations:Participate in hands-on delivery of complex IT projects alongside engineering staffServe as a technical escalation point and provide guidance to engineersContribute to solution design, scoping, and SOW development with pre-sales and engineering teamsMaintain working knowledge of core MSP technologies including cloud, networking, identity, and virtualizationMeeting Rhythm:PS Team Daily Huddle: Run the daily huddle to keep the team in sync on performance levels, in-progress projects, and important eventsNew Project Meetings: Attend New Project Meetings with DDEs (Design Desk Engineers), vCIOs, and PEs to learn about new project business and technical requirementsClient Project Status Meetings: Schedule, prepare for, and conduct project status meetings with project stakeholders to enable alignment on project statusPE Sync Ups: Conduct regularly scheduled sync up meetings with PEs to assure adherence to the project schedule and time budgetWeekly Department Level Meeting: Prepare for and conduct the Weekly Department Level Meeting to foster collaboration and strategic alignmentWeekly 1:1 Meetings: Attend 1:1 meetings with the VP Operations to review PM performance, including successes and challenges in the PM roleWeekly Team Leads Meeting: Attend the weekly Team Leads Meeting to report and discuss team KPI trends and learn about company events and information to be cascaded to PS Team membersIncident Support and On Call Service:Remain cognizant of PE on call scheduleWork with Helpdesk lead to schedule Engineers for billable MAC and incident support as necessaryOnboarding Projects:Manage onboarding projectsCoordination of all client and MSP stakeholders for the timely completion of onboarding projects for new clientsCommunication and Team Collaboration:Adhere to established Professional Services Team processes and workflows, ensuring seamless inter-departmental integration, responsiveness, and transparencyChampion company core values and actively contribute to enhancing organizational cultureAccountability/KPIs:Maintain a thorough understanding of essential Professional Services Team KPIs and KPI targets including:85% Billing Utilization100% Effective UtilizationNumber of Open ProjectsNumber of Projects ClosedNumber of Open Overbudget ProjectsNumber of Open Onboarding ProjectsBillable Hours BacklogNonbillable Hours BacklogCSAT ScoreCSAT Response RateCompetencies for PM:Technical Proficiency: Demonstrates expertise in relevant technologies with a commitment to ongoing technical skills developmentProcess Driven: Adherence to established Professional Services Team processesOrganizational Skills: Exhibits robust organizational and coordination abilities, ensuring efficient workflow and team synergyTask Management: Proficient in prioritizing and managing project task details to meet deadlines and client expectationsBusiness Acumen and Communication: Possesses essential business insights along with strong verbal and written communication skills, crucial for effective client and team interactionsQualifications for PM:Educational Background: Holds a bachelor's degree and/or tech school degree and industry certifications in information technology (ie: PMP, ITIL certifications)Proven Track Record: Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfactionTechnical Passion: Demonstrates a passion for technology with substantial experience in the field, underscoring a commitment to staying at the forefront of industry