Project Manager - Software Delivery and Service Operations

Project Manager – Project & Service Delivery

Department

None

Job Description

Job Summary 

We’re hiring a high-impact Project Manager to lead end-to-end delivery of an enterprise transformation that reimagines the Software Delivery Lifecycle (SDLC) and scales agentic/AI-enabled capabilities and automation across a global organization. This role blends modern project delivery (portfolio planning, requirements, execution, RAID, change control, governance) with service delivery ownership (SLA/KPI performance, escalations, continuous improvement, operational readiness). 

You’ll operate as the “connector” across Product, Engineering, Security, Data/AI, Operations, and business stakeholders—translating ambiguity into clear plans, driving outcomes through influence, and ensuring both milestones and service commitments are met. Given the pace and global footprint, this role requires work-hour flexibility to support critical deliveries and stakeholder alignment across time zones. 

What You’ll Do (Key Responsibilities) 

Project Leadership & Enterprise Delivery 

• Own delivery from concept to close: define scope, outcomes, success metrics, deliverables, and governance aligned to business goals. 
• Build and run integrated delivery plans (workstreams, dependencies, milestones, critical path), ensuring alignment across cross-functional teams and external partners. 
• Lead core delivery ceremonies (kickoffs, standups, checkpoints, executive readouts, retrospectives) and ensure crisp decision-making and follow-through. 
• Drive scope, schedule, and cost change control with transparent impact analysis and clear recommendations. 

Stakeholder Management & Executive Communication 

• Serve as a trusted partner to senior leaders: provide clear status, risks, tradeoffs, and asks using concise narratives and executive-ready materials. 
• Build durable relationships across levels and functions; influence without authority to resolve conflicts, unblock teams, and align priorities. 
• Maintain structured “connector work”: action tracking, chasers, dependency management, and closure discipline. 

Requirements, Planning & Delivery Excellence 

• Partner with business stakeholders, product, and engineering to elicit, analyze, validate, and manage requirements and translate them into actionable plans. 
• Support teams across delivery approaches (Agile, hybrid, iterative, waterfall), selecting the best method for the work—not forcing a one-size-fits-all model. 
• Establish and report on OKRs/KPIs, delivery health, and outcomes (e.g., cycle time improvements, quality metrics, adoption, operational readiness, customer satisfaction). 

Risk, Issue, Dependency & Governance Management 

• Proactively manage RAID, quantify impacts, and drive mitigation plans; escalate with context and solution options. 
• Support audits, governance reviews, and compliance needs (e.g., controls, documentation, operational readiness sign-offs). 
• Ensure consistent documentation standards, version control, and access governance. 

Service Delivery Ownership (Run + Improve) 

• Own end-to-end service delivery for assigned programs/accounts, ensuring performance meets SLAs/KPIs and contractual/operational commitments. 
• Monitor service performance trends, identify root causes, and implement corrective actions to eliminate recurring issues. 
• Act as the primary point of contact for service escalations, coordinating rapid resolution and stakeholder communications. 
• Drive continuous improvement: streamline workflows, reduce toil, and improve reliability via automation and standardized playbooks. 

Tooling, Reporting & Operational Rigor 

• Build and maintain delivery tracking in Smartsheet (plans, dashboards, dependency maps, milestone tracking). 
• Manage documentation and collaboration in SharePoint (operating procedures, playbooks, decision logs, artifacts, permissions). 
• Provide data-driven insights through dashboards and ad-hoc analysis (Power BI and/or other reporting tools as applicable). 

Innovation & AI/Automation Enablement 

• Identify opportunities to adopt AI, agentic workflows, and automation to accelerate delivery, improve service reliability, and enhance stakeholder transparency. 
• Help teams experiment safely (pilots, success metrics, iteration plans) and scale what works across the enterprise. 

What Success Looks Like (Outcomes) 

• Critical milestones delivered on time with clear scope control and executive visibility. 
• Measurable SDLC and service improvements (e.g., faster throughput, reduced operational incidents, improved reliability and satisfaction). 
• Stakeholders experience “no surprises”: risks are surfaced early with mitigation paths and decision-ready tradeoffs. 
• Service commitments consistently met and improved through disciplined operations and continuous improvement. 

Required Qualifications 

• 8+ years of enterprise or cross-functional Project/Program Management and/or Service Delivery experience. 
• PMP or equivalent; Agile certification strongly preferred. 
• Demonstrated experience delivering complex initiatives across software delivery and service operations simultaneously. 
• Strong hands-on expertise with Smartsheet (integrated plans, dashboards, tracking) and SharePoint (documentation governance). 
• Proven ability to manage multiple concurrent workstreams, shifting priorities, and global stakeholders. 
• Excellent executive communication skills: status, storytelling, decision framing, and crisp written artifacts. 
• Experience with SLA/KPI management, escalations, service governance, and continuous improvement frameworks. 
• Comfortable operating in fast-moving, ambiguous environments; highly organized with strong attention to detail. 

 
Preferred Qualifications 

• Experience with enterprise SDLC transformation, platform modernization, DevOps/CI-CD, and/or operating model change. 
• Familiarity with Scaled Agile / Lean Portfolio Management, integrated planning, and portfolio performance tracking. 
• Experience partnering with vendors and managing delivery against SOWs and outcomes. 
• Working knowledge of Power BI and/or Azure DevOps (ADO), Jira, or similar tooling. 
• Demonstrated use of AI-enabled delivery acceleration (automation, workflow orchestration, agentic approaches, or intelligent triage). 

Key Skills (What We’re Looking For) 

• Cross-functional leadership, influence without authority, and strong stakeholder navigation 
• Structured execution: planning, RAID, dependency management, governance, and closure discipline 
• Service mindset: reliability, customer outcomes, operational readiness, and continuous improvement 
• Data-driven delivery with meaningful metrics—not vanity reporting 
• Clarity under pressure: decisive communication, strong prioritization, and calm escalation management 

Open Positions

1

Mandatory Skills

PMP,SDLC,Project Management,Agentic Ai,generative ai,Project Planning,Project Execution,Agile Methodology

Education Qualification

Graduate, PMP, Agile certification (e.g., PMI-ACP, Scrum Master) is a plus

Experience

10 to 15 years