4x Service Delivery, Project Manager (Internal only)

Role Purpose

The Service Delivery Project Manager is responsible for the end-to-end delivery of complex customer orders/projects from signature through to service activation, ensuring delivery within agreed scope, time, cost/contract (where applicable), and quality parameters, while maintaining a strong focus on customer satisfaction.
Operating as part of the Service Delivery organisation, the role leads cross-functional delivery governance, manages dependencies and risks, and drives timely execution against delivery and revenue commitments, escalating and resolving issues as required in collaboration with internal teams, customers and third parties.

Key responsibilities

• Prepare Own and drive delivery of complex customer orders/projects from signature through activation, aligning delivery plans to customer and commercial commitments.

• Manage all core project management activities including scope, scheduling/control, milestones, dependencies, risks/issues, and quality management to ensure successful delivery outcomes.

• Coordinate cross-functional stakeholders (Operations and wider EXA teams) to remove blockers, align priorities, and maintain a clear, executable delivery plan.

• Act as a senior point of contact for customer escalations and complex scenarios, driving resolution and agreeing the best solution for the customer and the business.

• Manage third-party and vendor dependencies impacting delivery (including recovery coordination where vendor activity causes service impact).

• Monitor and manage delivery-related SLAs, taking remedial action where targets are not being met and ensuring transparent escalation and mitigation plans.

• Provide accurate and timely reporting (status, risks, milestones, delivery forecasts) to support operational governance and decision-making.

• Drive continuous improvement of delivery processes and supporting systems (e.g., CRM / workflow improvements) in partnership with relevant teams.

Individual Profile
This is a cross-functional, customer-facing role within the wider Operations environment. Success requires strong communication, structured problem solving, and the ability to perform under pressure and to tight deadlines.
We are looking for someone who demonstrates:

• Strong written and verbal communication skills; professional and articulate stakeholder engagement style.

• Ability to clearly document dependencies and priorities and to manage competing demands effectively.

• Strong attention to detail; organised, delivery-focused and outcomes-oriented.

• Confidence managing senior stakeholders and building productive, collaborative relationships across functions.

• Flexible and self-motivated; able to operate effectively in changing environments.

Essential criteria

• Excellent written and oral English communication skills.

• Demonstrated capability in project management/planning/coordination in complex delivery contexts (scope, time, quality, and commercial awareness).

• Strong customer-facing skills and experience dealing with third-party provided services / vendor dependencies

• CRM experience (e.g., Salesforce) and comfort with reporting / project tracking.

• Telecoms knowledge

Our working environment

We are committed to working in the location where we do our best work. As a small and growing company with great offices in great locations, most employees will aim to be in the office 3 days a week and 2 days working from home/ other locations.

Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture.

We want you to come as you and make yourself and EXA successful.