Project Manager-Onboarding Specialist
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Summary
Project manager who owns end-to-end managed-services customer onboarding at an IT services provider: runs kickoffs, aligns scope/timelines/success criteria, coordinates tool, monitoring, security and agent deployment with internal teams, vendors and subcontractors, and tracks risks while keeping stakeholders informed. Uses PSA/ticketing systems, MS Office, and project management tools.
JOB RESPONSIBILITIES
- Coordinate and manage the end-to-end managed services onboarding process from kickoff through operational readiness.
- Ensure alignment on onboarding scope, milestones, timelines, and success criteria based on agreed service offerings.
- Lead onboarding kickoff meetings with internal teams and customer stakeholders to establish roles, expectations, and communication cadence.
- Coordinate with internal teams, vendors, and subcontractors to deploy required tools, monitoring, security, access, and managed services agents.
- Manage onboarding schedules and resource assignments, proactively identifying conflicts and escalating risks as needed.
- Identify, track, and escalate risks, issues, or dependencies that may impact onboarding timelines, scope, or customer readiness.
- Support consistent execution of onboarding activities while accommodating customer-specific requirements when appropriate.
- Provide proactive and transparent communication to customers and internal stakeholders on progress, milestones, risks, and dependencies.
- Deliver a high-quality, “white glove” onboarding experience that builds trust and positions customers for long-term success.
QUALIFICATIONS
- Bachelor’s degree with 2+ years of relevant experience, or an equivalent combination of education and experience in project management, service delivery, or operational support.
- Experience in an IT services or managed services (MSP) environment preferred.
- Working knowledge of IT terminology and PSA or ticketing systems.
- Understanding of IT service delivery principles, including incident, request, and change management.
- Valid driver’s license, proof of insurance, and acceptable driving record.
JOB REQUIREMENTS
- Proficiency with MS Office and project management tools.
- Strong communication skills with the ability to work effectively with both technical and non-technical stakeholders.
- Proven accountability to manage tasks and projects from initiation through completion.
- Excellent analytical, organizational, and problem-solving skills.
- Ability to build trust and maintain strong working relationships with customers and internal teams.
- Strong multitasking and prioritization skills in a fast-paced, customer-focused environment.
- Positive, adaptable mindset with the ability to respond effectively to change.
- Ability to remain composed under pressure and make clear, objective decisions.
- Effective negotiation skills with an understanding of stakeholder motivations.
- Basic understanding of project financial concepts, including scope alignment, cost awareness, and identifying potential budget or billing risks.