Project Manager

• Serve as a primary point of contact for assigned client accounts and build trusted, long-term relationships
• Manage and monitor contracted service delivery to ensure commitments are met
• Oversee end-to-end project delivery and ensure on-time delivery against agreed deadlines
• Track and manage work against client Statements of Work (SOWs)
• Manage scope creep through the formal change request process
• Implement Client Success Initiatives and obtain stakeholder sign-off
• Review and update Weekly Project Summary Reports
• Manage monthly budget submissions, forecasting, cost plans, and forecast-versus-actual reconciliation through the Clarity portal
• Review and approve weekly team timesheets and resolve discrepancies
• Monitor contracted growth metrics and coordinate overage invoicing
• Review monthly EBITA and financial files and update the Monthly Ops Tracker
• Achieve and maintain SLA/OLA adherence, prepare SLA documentation, and monitor breaches
• Coordinate remediation plans and document SLA findings
• Monitor major incidents and coordinate testing and validation with GMS resources
• Maintain contract documentation and track contract end dates and extensions
• Support additional-services proposals during contract negotiations
• Develop and maintain RACI and escalation matrices
• Identify upsell and cross-sell opportunities and escalate leads
• Contribute to increasing referenceable accounts through exceptional client experiences
• Deliver AI projects with measurable impact
• Implement quarterly process improvements based on customer feedback
• Pursue project management certification and relevant training

• Proven experience in project management, service delivery, or a client-facing operations role
• Strong understanding of contract management, SLA/OLA frameworks, and financial tracking
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization
• Excellent communication and interpersonal skills with the ability to build trust at all stakeholder levels
• Proficiency in project management tools and reporting platforms
• Experience with timesheet management and budget forecasting processes
• Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification (preferred)