Lead Project Manager / Service Delivery Manager

Key Responsibilities

Project Delivery Management

• Lead end-to-end project delivery from initiation through closure.

• Develop and maintain project plans, schedules, RAID logs, communications plans, and status reports.

• Track project scope, budget, resource utilization, and milestones.

• Manage project risks, issues, assumptions, and dependencies.

• Facilitate project governance meetings, steering committee reviews, and stakeholder workshops.

• Coordinate internal technical teams, vendors, and customer stakeholders to ensure successful project execution.

• Manage project change requests and ensure proper governance and approvals.

• Ensure all deliverables meet quality standards and customer expectations.

• Conduct project closure activities including lessons learned and project sign-off.

Service Delivery Management

• Manage day-to-day service delivery in accordance with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).

• Ensure effective Incident, Problem, Change, and Service Request Management processes.

• Drive Root Cause Analysis (RCA) and service improvement initiatives.

• Monitor service performance and operational health.

• Ensure smooth transition from project delivery into business-as-usual (BAU) operations.

• Review capacity, availability, and performance trends to support customer growth requirements.

• Establish and maintain service management governance frameworks.

Customer Relationship Management

• Act as the primary point of contact for customers.

• Build trusted relationships with customer executives, IT leadership, and business stakeholders.

• Conduct Monthly Service Reviews (MSR), Quarterly Business Reviews (QBR), and project governance meetings.

• Present project and service performance updates to executive stakeholders.

• Manage customer escalations and coordinate resolution activities.

• Identify opportunities for service expansion, transformation initiatives, and technology improvements.

• Collaborate with Sales and Account Managers to drive account growth initiatives.

Governance, Risk and Compliance

• Maintain governance frameworks, standards, policies, and operational procedures.

• Ensure compliance with:

• ISO 27001

• ITIL Best Practices

• CSA Cyber Trustmark

• Customer Regulatory Requirements, eg. TRM

• Maintain audit readiness and support internal and external audits.

• Proactively identify and mitigate project and operational risks.

• Prepare executive governance and compliance reports.

Vendor and Partner Management

• Manage relationships with technology vendors and service providers.

• Monitor vendor performance against contractual obligations and service commitments.

• Coordinate contract renewals and licensing reviews.

• Ensure vendor compliance with security and service requirements.

• Drive vendor improvement initiatives where required.

• Support procurement and commercial discussions.

People Management

• Lead, mentor, and provide guidance to Project Managers and Service Delivery Managers.

• Monitor team workload and resource capacity to ensure effective project and service delivery.

• Provide coaching and support to team members in handling project challenges, customer escalations, risks, and delivery issues.

• Conduct regular team meetings, project reviews, and service delivery reviews to track progress and address issues.

• Promote collaboration, accountability, knowledge sharing, and consistent delivery standards across the PMO team.