Project Manager

Job Description

We are looking for an experienced Project Manager to lead medium and large-scale customer implementations, support engagements, and upgrades. In this role, you will drive end-to-end project delivery, champion AI-augmented working practices, and partner closely with Delivery Managers, Solution Managers, Business Analysts, configuration engineers, and client stakeholders. You will be a key member of the delivery organisation, leveraging AI tools and methodologies to improve project efficiency, predictability, and quality.

The Professional Services Project Manager is responsible for planning, coordinating, and delivering software implementation and consulting projects for clients. This role ensures projects are executed on time, within scope, and budget, while meeting client business objectives. The Project Manager works closely with the delivery manager and client's project manager and stakeholder(s) to ensure seamless delivery and high-quality customer experience.

Key Responsibilities

Project Management (50%)

• Own estimation, planning, and execution end-to-end
• Manage customer communication and status reporting
• Manage escalations and risk
• Track budgets, milestones, and billing events per Work Orders/Project Plans; manage work allocation and team tracking
• Use AI tools (e.g., Copilot, AI scheduling assistants) to automate status updates, risk alerts, and resource forecasting
• Use AI analytics/dashboards for predictive insights on project health, budget variance, and delivery risk
• Apply prompt engineering to draft project reports, executive summaries, and risk logs, then review and refine

Process & Team Management (20%)

• Follow SDLC processes and maintain documentation
• Allocate and track work across the project team
• Coordinate with cross-functional teams (R&D, Product, Technical Services)
• Develop and coach team members
• Work closely with offshore teams
• Champion AI adoption — identify use cases, coach the team, track productivity gains
• Integrate AI-assisted documentation (meeting summaries, action items, retrospectives) into delivery processes

Customer Management (20%)

• Build rapport with customers at all levels
• Manage expectations, resolve conflicts, address risks proactively
• Run weekly status and monthly governance meetings
• Maintain CSAT and support customer referenceability
• Manage customer escalations
• Use AI sentiment analysis on communications to catch dissatisfaction early
• Present AI-generated health reports and summaries to build customer trust

Quality & Risk Management (10%)

• Ensure compliance with PM methodologies and quality standards
• Conduct project reviews and lessons-learned sessions
• Review test reports and measure quality
• Raise timely internal escalations
• Use AI-assisted testing tools to improve defect detection
• Embed AI governance checkpoints in QA to ensure responsible use of AI outputs

Skills and Experience

Core Project Management

• 7+ years of project/program management experience, with at least 3-5 years leading enterprise software implementations (GRC platform experience strongly preferred)
• Demonstrated experience managing full implementation lifecycle: discovery, design, configuration, testing, go-live, and post-go-live support
• Experience managing distributed/blended delivery teams (onshore/offshore)
• Track record of managing multiple concurrent client engagements or a portfolio of accounts
• Experience with platform upgrade/migration projects (e.g., version-to-version upgrades)
• History of preparing and presenting executive/board-level materials to clients or internal leadership
• Experience handling escalations, including quality disputes and executive-level accountability conversations
• Background in SOW/contract negotiation, including scope and change management
• Experience with GRC/risk management domains (financial services, audit, compliance) a plus
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills