Service Delivery Manager (PM Managed Service provider)

Job Summary
Sharp Brains Ltd is seeking an experienced Project Manager to lead and coordinate IT service delivery projects. In this role, you will manage the placement and performance of external IT professionals and project teams within client organizations. Acting as the central liaison between clients, staffing agencies, and technical personnel, you will ensure projects are delivered on time, within scope, and meet the expectations of all stakeholders. This position offers the opportunity to work on diverse IT initiatives, focusing on networking, data center solutions, and IT troubleshooting.

Key Responsibilities

Client Engagement:
You will serve as the primary contact for clients requiring IT staffing and infrastructure solutions. Understanding each client’s unique needs, including IT troubleshooting requirements, you will tailor staffing and project approaches to deliver effective outcomes.

Resource Allocation & Onboarding:
Collaborate closely with staffing agencies and external vendors to source qualified IT professionals. Manage the onboarding process to ensure all resources are equipped with the necessary tools, system access, and training to perform effectively from day one.

Project Planning & Tracking:
Develop detailed project plans outlining timelines, milestones, and resource assignments. Continuously monitor project progress, track deliverables, and proactively identify and mitigate risks or potential delays to keep projects on schedule.

Communication & Reporting:
Maintain consistent communication with clients to provide progress updates, address concerns, and ensure alignment with project goals. Prepare and deliver comprehensive status reports to both clients and internal teams to maintain transparency and accountability.

Performance & Quality Management:
Conduct regular performance evaluations of external IT staff to ensure their work aligns with client expectations and contractual requirements. Oversee quality assurance processes to guarantee all deliverables meet established standards.

Contract & Change Management:
Ensure compliance with contracts involving clients, staffing vendors, and external professionals. Support change management initiatives related to integrating external project teams, adapting to evolving project scopes or client needs.

Client Satisfaction & Continuous Improvement:
Collect and analyze client feedback to measure satisfaction and identify opportunities for service enhancement. Lead efforts to improve operational efficiency, refine project workflows, and elevate overall service quality.

Required Qualifications

Education:
A bachelor’s degree in Information Technology, Business, Project Management, or a related discipline is preferred.

Experience:
You should have 3 to 5 years of experience in project coordination or IT service management, ideally within networking or data center environments.

Project Management Skills:
Strong understanding of project management methodologies, principles, and tools is essential.

Technical Acumen:
Familiarity with IT infrastructure, troubleshooting processes, and service delivery tools will enable you to effectively manage technical resources.

Communication Skills:
Excellent verbal and written communication abilities are required to manage diverse stakeholders and maintain clear, consistent dialogue.

Client Orientation:
A demonstrated commitment to delivering value and ensuring high levels of client satisfaction is critical.

Adaptability:
You must be able to thrive in dynamic environments where client requirements may evolve rapidly.

Time Management:
Proven ability to prioritize tasks and juggle multiple projects simultaneously is necessary for success in this role.

This is a full-time position offering a rewarding opportunity to contribute to impactful IT projects while collaborating with a broad spectrum of clients and technical teams. If you are a proactive, client-focused project manager with a strong IT background, we encourage you to apply.