Senior Project Manager, Managed Services
The act of hiring is not simply to up the headcount or to fill a seat quickly. When we hire at Bounteous, it’s to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world’s biggest brands.
Currently, Bounteous is searching for a Senior Project Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives. Candidates should have 5-8 years of experience as an ITSM Project Manager and be comfortable independently overseeing projects of various sizes and complexities. You’ll be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients.
Role and Responsibilities
- Bring a comprehensive understanding of IT Service Management (ITSM) and the ITIL Framework and have a proven track record of leading successful Managed Services programs
- Promote Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value
- Lead implementation of ITSM contracts to ensure a high degree of client and internal team member satisfaction: integrate closely with clients, engineers and vendors to ensure the smooth transition of projects from development to support and that services are fully supported by the agreed go-live date.
- Contribute to the development of Bounteous's internal ITSM process and best practices, implementing ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements: implement Continual Service Improvement practices across multiple teams, providing a structure for improving the effectiveness of current processes and services; design and implement Jira Service Management workflows, dashboards, and reports as needed when on/off-boarding clients or implementing enhancements and changes for continual improvement initiatives; ensure practice documentation, processes, and procedures are accurate, relevant, up to date, and accessible; establish frameworks, standards, and documentation for managed services implementations/client service transitions across the Program Delivery competency
- Engage with Client Service Executives to drive the adoption of new services, and work with clients to define and approve service requirements during the contract negotiation process.
- Collaborate with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction and add value to the service
- Manage service performance against agreed SLAs and KPIs, identify systemic failures, develop, and execute remediation plans
- Anticipate service requirements, managing the allocation of resources and staff to minimize service disruptions and ensure services are delivered within budget
- Establish and nurture relationships with clients and Bounteous team members, managing customer expectations and facilitating delivery of services across various technical practices while being an advocate for the managed services team
- Maintain a high level of customer communication, leading service review meetings, managing customer expectations, and working to ensure customer delight: champion the customer's needs within the service team, communicating customer's perception of value to all stakeholders to ensure deliverables meet our client's needs; excellent written and verbal communications skills enabling communication amongst the project teams, client stakeholders, and senior management; ability to adjust how information is communicated to various audiences, who each process information in their own way, have different working styles, and unique personalities
- Have an understanding of the technologies used to provide service including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors
- Lead on-time, on-budget delivery of managed services projects, resulting in a high degree of client and internal team member satisfaction
- Facilitate efficient meetings including producing detailed agenda, facilitating discussions, and ensuring action items are identified and followed up on
- Ability to resolve conflicts in a mature, productive, and positive manner
- Continue expansion and development of new skills, techniques, and tools through continuous learning
Preferred Qualifications
- BS/BA in relevant program, or equivalent work experience
- 5+ years of IT Service Management project management experience of progressively increased responsibility
- Experience with managed services including applications/infrastructure support
- Worked with multiple teams simultaneously and managed distributed/remote team members
- Experience delivering managed services related projects ($500K+, 6+ months)
- ITIL v3/4 Foundation
- In-depth understanding of digital technologies
- Proven organizational skills and a focused attention to detail
- Experience in both Confluence/Jira
- Experience working with PagerDuty, Site24x7, New Relic, ElasticSearch, Terraform, native cloud a bonus
- Exposure to a wide variety of management techniques including Scrum, Agile, and/or Waterfall
- CSM and PMP certifications are a plus
- Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and Google Analytics a plus
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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.
Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.
Bounteous is willing to sponsor eligible candidates for employment visas.
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