Service Project Manager

Service Project Manager

Client Relationship & Stakeholder Management

• Primary Point of Contact: Act as the main interface for the client proactively communicating with stakeholders on all issues arising during service delivery.
• Requirement Alignment: Actively respond to clarify and manage client requirements taking full ownership of communication and feedback loops.
• Change Negotiation: Coordinate and negotiate live environment changes with the client ensuring perfect synchronization regarding change details scope of impact and planned change windows.

Incident & ITIL Process Management

• Process Governance: Establish enforce and maintain management systems for Incident Problem Configuration Change Release and SLA-related processes.
• Major Incident Leadership: Lead the technical service team during major incidents driving rapid fault diagnosis and recovery by effectively coordinating internal and external resources.
• Crisis Communication: Maintain continuous communication with the client during incidents providing real-time progress updates and producing comprehensive post-incident reports.

Reporting Documentation & Quality Assurance

• Operational Reporting: Oversee the compilation of monthly operations reports (summarizing activities alert statuses etc.) and personally produce the annual service summary report covering platform health risks and optimization recommendations.
• Quality Delivery: Establish standards and benchmarks for service delivery quality management periodically evaluating performance to propose continuous optimization strategies.
• Knowledge Management: Responsible for collecting organizing and archiving operations documentation ensuring operations manuals are regularly updated to reflect the live on-site environment.

Project Transition & Risk Management

• Transition-to-Operations: Guide projects seamlessly from the delivery phase into active operations communicating environmental parameters to the client and driving the transition process.
• Risk Mitigation: Conduct proactive risk prevention and manage escalation pathways for post-sales operations.