Project Manager, IT Project Manager, Program ​/ Project Manager

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The Project Manager (PM) is accountable for planning, coordinating, and executing a high-volume portfolio of customer-facing projects within the Professional Services organization. This role manages 25 to 40 concurrent projects of varying sizes and complexities, balancing timelines, customer responsibilities, risk, and delivery resources. The PM creates project plans from SOWs, drives structured execution, and ensures that all milestones, deliverables, and stakeholders remain aligned throughout the lifecycle.

Proficiency with project management tools such as Wrike is expected. Ownership of outcomes and customer communication is essential. This is not an internal IT or process improvement PM role. It is a fast-paced customer delivery position that requires direct accountability and proactive leadership.

The PM also owns developing a consistent, scalable project delivery framework. This framework serves as the basis for repeatable, high-quality delivery and provides the parent structure for reusable templates by project type. PMs ensure consistency, accountability, utilization discipline, and delivery precision across all project work.

• Build project plans from SOWs — define work breakdown, milestones, dependencies, and assign customer responsibilities
• Manage 25–40+ simultaneous projects of varying complexity, coordinating cross-functional teams (tech, design, ops, training)
• Maintain a scalable project-delivery framework with reusable templates and ensure proper project intake/setup in PM systems
• Lead planning sessions to align stakeholders and resources against schedules and customer commitments

• Manage resources, schedules, and pacing across all projects; track and mitigate risks via a maintained risk register
• Re-forecast timelines if customer delays occur and communicate impacts; handle change orders, including scope adjustments and approvals
• Monitor team capacity and resolve scheduling conflicts to safeguard delivery timelines
• Oversee project pacing to ensure timely, efficient delivery without overloading resources

• Act as the primary client-facing contact throughout the project lifecycle, guiding tasks, deliverables, and timelines
• Run structured communication: status updates, regular meetings, follow-ups, and escalation handling
• Coordinate with internal teams (e.g., training, web/UX) to align schedules and deliverables as defined in the SOW
• Manage conflict resolution and escalations between customers and internal teams to keep projects on track

• Ensure all deliverables meet defined QA standards and align with the agreed scope
• Track budget burn rate and hours — take action if they deviate from plan
• Maintain accurate PM-system records: tasks, dependencies, progress, and percent-complete
• Preserve documentation and audit trails that comply with SOW and internal standards

• Maintain up-to-date status across all active projects (progress, schedule adherence, effort, risk indicators)
• Monitor key project metrics (schedule, effort, risk, project age) and conduct post-project reviews
• Feed insights from reviews into improving delivery methodology — boosting consistency, speed, and outcomes
• Accurately track time for utilization and performance reporting

• Ability to turn SOWs into structured, executable project plans and manage many concurrent projects
• Strong communication and customer-facing skills — guiding clients, handling escalations, enforcing accountability
• Solid risk-management and resource-management skills, with financial awareness (burn-rate, forecasting)
• Adaptable execution: able to balance rigorous process with the speed needed in a fast-paced environment
• Perform other duties as assigned

• 3 or more years of experience managing customer-facing projects
• Experience managing 20 or more concurrent projects in a professional services or SaaS environment
• Strong skills in scoping, scheduling, risk management, and customer communication
• Ability to create…