The Project Manager (PM) is the team lead for the Professional Services Team, accountable for successful project outcomes and overall team performance. The role stands on two pillars:
- Project Execution & Quality Control: Coordinating stakeholders to achieve business and technical requirements based on schedules and client expectations.
- Project Team Leadership: Managing all Professional Services members, ensuring strict adherence to delivery standards, processes, and tools.
The PM is a cross-functional leader who must balance technical knowledge with negotiation, administration, and organization to generate Non-Recurring Revenue (NRR).
Key Responsibilities1. Project Execution & Quality Control- Lifecycle & Intake: Manage all projects in the queue and lead the intake process to ensure organized transitions.
- Product & Schedule Tracking: Track delivery dates and maintain the project schedule to meet timeline commitments.
- Methodology & Monitoring: Enforce company-approved project methodologies and monitor task completion to keep projects on time and budget.
- PE Oversight: Conduct regular syncs with Project Engineers (PEs) to monitor time entry quality, accuracy, and adherence to the budget.
- Stakeholder Alignment: Schedule and lead project status meetings; ensure all documentation is completed and verified.
- Course Correction: Manage out-of-scope requests via the “A Phase” process and lead course correction if projects go off track.
- Billing: Complete project billing in conjunction with the Finance Team.
- Financial Accountability: Achieve BU Pro Forma targets and PE utilization plans.
- Reporting: Prepare monthly billing projections and weekly backlog reports (billable vs. non-billable).
- Capacity Planning: Allocate team resources optimally to meet departmental demands.
- CSAT Management: Analyze client satisfaction data and incorporate lessons learned into team processes.
- Development: Provide coaching, mentoring, and conduct performance reviews/goal setting for the PS Team.
- Strategic Meetings: Chair weekly Department meetings and attend the Noise Abatement Process (NAP) Team Lead meetings.
- Daily: Run the PS Team Daily Huddle to sync on performance and project status.
- Internal: Attend New Project KT Meetings and lead PE Sync Ups.
- Leadership: Weekly 1:1 with Operations Manager and Weekly Team Leads Meeting (KPI trends).
- Strategic: Bi-Weekly Standards Committee and Quarterly Company Kickoff/Enrichment events.
- Utilization: 85% Billing / 100% Effective Utilization.
- Project Volume: Tracking Open, Closed, and Onboarding projects.
- Financial Health: Monitoring Open Over-budget projects and Billable Hours Backlog.
- Quality: CSAT Score and CSAT Response Rate.
- Competencies: Technical proficiency, process-driven mindset, robust task management, and strong business acumen.
- Qualifications: Bachelor’s degree/tech school degree. Industry certifications (PMP, ITIL) are highly preferred. Proven track record in achieving operational success.
- Project Manager (PM) reports directly to the Operations Manager.
Top Skills
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