Manager, Project Delivery

About Thrive

Position overview

Project delivery and governance

• Oversee definition, planning, tracking, and delivery of client onboarding, service deployment, and professional services projects.
• Personally manage strategic or complex customer projects and ensure delivery on time, within budget, and to agreed quality standards.
• Manage risks, issues, and dependencies; resolve customer and internal delivery escalations.
• Maintain project documentation, status reporting, and governance records using software, checklists, and standard reports.

Operations and team leadership

• Manage the incoming project pipeline and assign work based on workload, capability, and client needs.
• Oversee revenue forecasts and ensure project services are billed on schedule, addressing discrepancies and delays.
• Line-manage, coach, and develop Project Managers, a Project Coordinator, and an Order Management Coordinator.
• Set objectives, conduct one-to-ones and performance reviews, and plan development.
• Balance team capacity and workload; recruit, onboard, and retain project delivery staff.

Stakeholders and improvement

• Build relationships with client sponsors and stakeholders, including COOs, CTOs, and CEOs.
• Communicate project status, risks, and decisions proactively to customers and senior management.
• Lead improvements to project delivery processes, tools, and templates.
• Coordinate internal resources and contribute to resource planning, forecasting, and delivery pipeline management with Service Management and Sales.
• Lead timely decision-making and change management as priorities shift.

Requirements

• Typically 5 or more years of project delivery experience in an MSP, IT services, or technology solutions environment.
• People management skills, managed services and technology solutions experience, and a record of successful customer outcomes.
• Strong communication and organizational skills; able to manage escalations, build customer confidence, and bring projects into live operation.
• Able to motivate and develop team members, communicate with senior leaders and client sponsors, manage change, and make timely decisions.