Project Manager - Project Delivery & Support Services Job

Job Summary

We are seeking an experienced and results-driven Project Manager to lead project delivery while overseeing support operations, resource staffing, and service management activities. The ideal candidate will have strong expertise in project management methodologies, IT service management (ITIL), support operations, demand management, and resource planning. This role requires managing project requirements, coordinating cross-functional teams, ensuring service excellence, and aligning staffing strategies with business needs.

Key Responsibilities

Project Management

• Lead end-to-end project execution from initiation through closure.
• Define project scope, objectives, timelines, deliverables, and success criteria.
• Develop and maintain project plans, risk registers, status reports, and governance artifacts.
• Monitor project progress and proactively address risks, issues, and dependencies.
• Ensure projects are delivered on time, within scope, budget, and quality expectations.
• Facilitate project governance meetings, steering committee reviews, and stakeholder communications.

Support & Service Management

• Manage application and infrastructure support engagements.
• Oversee incident, problem, change, and service request management processes.
• Ensure compliance with ITIL best practices and service management standards.
• Monitor service-level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
• Drive continuous service improvement initiatives to enhance service quality and customer satisfaction.
• Coordinate major incident management and resolution activities.

Staffing & Resource Management

• Manage resource demand, capacity planning, and workforce allocation.
• Work closely with business leaders and delivery teams to understand staffing requirements.
• Coordinate hiring requests, resource onboarding, and skill matching activities.
• Optimize resource utilization across projects and support engagements.
• Track resource availability, bench management, and forecast future staffing needs.
• Partner with recruitment teams to fulfill project and operational staffing demands.

Requirements & Stakeholder Management

• Collaborate with business stakeholders to gather, analyze, and prioritize requirements.
• Translate business requirements into actionable project plans and resource needs.
• Manage stakeholder expectations and ensure effective communication across all levels.
• Act as the primary liaison between business, delivery, support, and leadership teams.

Financial & Operational Management

• Support budgeting, forecasting, and project financial tracking.
• Monitor project and operational costs and recommend optimization opportunities.
• Prepare management reports, dashboards, and executive-level presentations.
• Ensure compliance with organizational processes, governance, and quality standards.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• 8+ years of experience in Project Management, Service Delivery, or IT Operations.
• Proven experience managing both project delivery and support/service management engagements.
• Strong understanding of ITIL processes, service management frameworks, and operational support models.
• Experience with resource planning, staffing management, and demand forecasting.
• Excellent stakeholder management and communication skills.
• Strong analytical, problem-solving, and decision-making abilities.

Preferred Certifications

• PMP (Project Management Professional)
• PRINCE2 Practitioner
• ITIL Foundation or ITIL Managing Professional
• Scrum Master / Agile Certification
• SAFe Certification (preferred)

Key Skills

Project Management

• Project Planning & Execution
• Agile & Waterfall Methodologies
• Risk & Issue Management
• Budget & Financial Tracking
• Program Governance

Service Management

• ITIL Framework
• Incident, Problem & Change Management
• SLA/KPI Management
• Continuous Service Improvement
• Service Delivery Management

Staffing & Resource Management

• Workforce Planning
• Demand Management
• Capacity Planning
• Resource Allocation
• Vendor Coordination

Leadership & Communication

• Stakeholder Management
• Team Leadership
• Executive Reporting
• Negotiation & Conflict Resolution
• Cross-functional Collaboration

Success Metrics

• Successful delivery of projects within agreed timelines and budgets.
• Achievement of SLA and operational performance targets.
• Effective fulfillment of staffing and resource requirements.
• Improved customer satisfaction and service quality metrics.
• Resource utilization and capacity optimization.
• Reduction in project and operational risks through proactive management.

This role is ideal for a Project Manager who can effectively balance project delivery, IT service management, support operations, and staffing/resource management while driving business outcomes and operational excellence.