Project Manager - Managed IT

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Approaches all situations with a focus on repeatability and consistency of experience for our Clients and our fellow employees. 

• Adheres to performance standards and five 9 service level expectations. 

• Works with Leadership and fellow employees to find immediate and long-term solutions to assist our Clients. 

• Uses agreed templates and provides input when adjustments are needed to provide a repeatable and remarkable Client or employee experience. 

Project Management: 

• Responsible for effectively managing multiple and concurrent, varying degrees of complexity projects across our entire suite of business segments, client types and products & services. 

• Responsible for keeping all project management tools and data current and accurate. 

• Responsible for keeping project health metrics current and accurate for the purpose of delivery on time, on budget and with the approved scope requested by our Clients. 

• Adheres to and drives to agreed & defined project delivery timelines by business segment, Client type, and product type. 

• Ensure all project timelines are being actively monitored, reported/updated & escalated if YELLOW or RED with a thoughtful approach on how to get back to GREEN. 

• Consistently uses Change Management (scope, schedule, budget changes) process & tools. 

• Ensures implementation/disconnect tickets and projects are delivered on or before due dates or variances are communicated to the Client and internally to leadership. 

• Responsible to proactively work through impediments internally and externally to the best of your ability to ensure a repeatable and remarkable Client experience. This includes phone calls, using a MS team’s meeting, etc., to get the ‘right’ people together to solve the problem in real-time. 

• If impediments cannot be resolved independently and timely the project manager is responsible to escalate impediments to leadership for resolution. 

Meeting Facilitation: 

• Responsible for effectively facilitating meetings with Clients, internal employees, and vendors. 

• Effective facilitation includes the following but is not limited to: 

• Articulating the meeting purpose & desired outcome on the meeting invite and including necessary attachments in advance of the meeting where possible. 

• Developing an agenda and completing and sending meeting minutes after the meeting. 

• Creating a project plan that the internal Aureon employees contribute to for the purpose of driving clarity, critical path and ensuring on-time and high-quality delivery. 

• Creating a project plan that is useful to the Client, so they are clear on scope, schedule and budget. 

• Tracking and resolving actions, issues, risks, and decisions. 

• Status reporting (as needed). 

Process Documentation & Continuous Improvement: 

• Authors Managed IT Services (Onboarding, Offboarding, Billing) Standard Operating Procedures (SOP’s) for the purpose of providing training, clarity, consistently and repeatability for our Clients and fellow employees. 

Data Management: 

• Responsible for using defined strategic sources systems to ensure they have the correct and most up to date data to ensure metrics can be captured and accurately reported for the purpose of continuous improvement and growth. 

• Responsible for ensuring data needed for metric reporting is not kept in outside systems (i.e., spreadsheets) that are not agreed and defined by leadership. 

Communication (Written and Oral)/Collaboration Skills: 

• Must be able to effectively communicate (verbally and in writing) with our Clients and employees. 

• Must be able to work independently AND in a team environment. 

• Ability to effectively influence all areas of the organization. 

• Must possess strong leadership skills, decision making initiative, building relationships and personal conviction. 

Problem Solving: 

• Analytical and problem-solving mindset. 

• Effectively and efficiently collaborate with teams, peers, and leaders to provide recommendations or feedback. 

 

EDUCATION, TRAINING, AND EXPERIENCE: 

Required 

• Client focused and results driven personality needed to establish and maintain effective relationships with Clients, employees, superiors, and business contacts in a professional, timely and courteous manner. 

• 1-3+ years of hands-on project coordination/project management delivery in Managed IT Service industry. 

• Associates degree in a technical field OR Bachelor’s degree OR relevant and applicable work experience in Project Management, Computer Science, Management Information Systems, Business Administration, Engineering or combination of equivalent experience and education. 

Preferred 

• CAPM, PMP and/or Agile certification. 

• Understanding of Change Management (People & Technology) Principles 

• Familiarity with ConnectWise 

• Familiarity with SalesForce 

 

TOOLS, EQUIPMENT, AND SOFTWARE: 

• Experience with multiple project management frameworks, tools, and delivery methods including ConnectWise. 

• Experience using CRM tools such as SalesForce. 

• Experience using ticketing tools and ITSM frameworks. 

• Ability to learn and navigate vendor partner or customer tools and systems as needed. 

• Must be able to proficiently operate Windows PC with MS Office and MS Outlook. 

 

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: 

• Primarily indoor work in an office environment requiring long periods of sitting. 

• Frequent utilization of manual dexterity and visualizing of a computer screen. 

• Infrequent travel by vehicle or air. 

• No unusual physical requirements. 

Qualifications Behaviors Required Enthusiastic: Shows intense and eager enjoyment and interest Preferred Thought Provoking: Capable of making others think deeply on a subject Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity Education Preferred Bachelors or better. Experience Required Client focused and results driven personality needed to establish and maintain effective relationships with Clients, employees, superiors, and business contacts in a professional, timely and courteous manner Hands-on project coordination/project management delivery in Managed IT Service industry Equal Opportunity Employer
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