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Project Manager

Harris Computer
Remote, IND
Full-time
Manager
Remote
Discovered 1 weeks ago

Full Job Posting

Key Responsibilities

  • Client Relationship & Service Delivery Management
  • Serve as a primary point of contact for assigned client accounts, building trusted, long-term relationships
  • Manage and monitor contracted service delivery to ensure all commitments are met
  • Achieve and maintain a 95% client retention rate by proactively addressing client needs and concerns
  • Project & Task Management
  • Oversee end-to-end project delivery, ensuring 100% on-time delivery against agreed deadlines
  • Track and manage all work against the client's Statement of Work (SOW)
  • Professionally manage scope creep by guiding clients through the formal change request process
  • Ensure all assigned Client Success Initiatives are fully implemented with success criteria met and signed off by stakeholders
  • Review and update the Weekly Project Summary Report, tracking monthly hours utilized by task and team
  • Financial & Budget Management
  • Manage monthly budget submissions and forecasting through the Clarity portal, including cost plan creation, reconciliation of forecasted vs. actual units, and submission for approval
  • Review and approve team timesheets weekly, handling discrepancies promptly
  • Monitor contracted growth metrics monthly and coordinate overage invoicing as needed
  • Review monthly EBITA and financial files, updating the Monthly Ops Tracker before the 20th of each month
  • SLA & Compliance Management
  • Achieve 95% or higher monthly SLA/OLA adherence across all assigned accounts
  • Prepare, maintain, and update monthly SLA documentation and trackers
  • Monitor SLA breaches, obtain remediation plans from responsible teams, and document findings
  • Monitor major incidents for assigned clients, coordinating with GMS resources for testing and validation as needed
  • Contract & Account Management
  • Maintain centralized, up-to-date contract documentation for all assigned accounts
  • Track contract end dates and proactively coordinate extensions with AVPs and AOEs before expiration
  • Support AVPs in proposing additional services to clients during contract negotiations
  • Develop and maintain RACI matrices and escalation matrices in accordance with contract requirements, reviewing and updating them regularly
  • Business Development & Growth
  • Actively identify 1-2 upsell and cross-sell opportunities per cycle by listening for client challenges during service delivery interactions and escalating leads to the appropriate sales or account management channels
  • Contribute toward a 15% increase in referenceable accounts by delivering exceptional client experiences
  • Innovation & Continuous Improvement
  • Deliver 1-2 AI projects with measurable, quantifiable impact (e.g., minimum 10% reduction in time spent on specific tasks)
  • Identify and implement process improvements derived from customer feedback each quarter
  • Pursue and complete project management certification and relevant training to enhance professional skills

Required Qualifications

  • 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

Preferred Qualifications

  • Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification
  • Key Competencies
  • Business Acumen – Understands the financial drivers of the business and makes decisions that support revenue, cost efficiency, and EBITA goals
  • Customer Focus – Consistently places the client experience at the center of all decisions and actions
  • Managing & Measuring Work – Sets clear goals, tracks progress rigorously, and holds self and others accountable to outcomes
  • Process Management – Identifies inefficiencies and implements structured improvements
  • Strategic Agility – Anticipates future opportunities and adapts approach to meet evolving client and business needs
  • Innovation Management – Embraces new technologies and approaches to drive continuous improvement

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