Project Manager

About the Role:

The SDM / Project Manager is one of the most important roles in Teceze's operating model. SDMs are the primary commercial and delivery owners for their assigned accounts — accountable for SLA performance, billing accuracy, client satisfaction, team management, and P&L contribution at account level. They are the face of Teceze to the client and the voice of the client inside Teceze.

Key Responsibilities

• Own end-to-end delivery for assigned accounts — SLA, CSAT, billing, and P&L
• Manage the SDC, field engineers, and coordination resources assigned to your accounts
• Conduct weekly and monthly client service reviews — producing and presenting service reports
• Manage service transitions and new account onboarding — mobilisation, staffing, tooling
• Identify and manage risks, issues, and escalations at account level
• Maintain SOW/PO documentation and ensure all billing is accurate and timely
• Drive continuous improvement — SLA trend analysis, CSAT improvement plans
• Work cross-functionally with Sourcing, HR, Finance, and Field Desk teams
• Support commercial discussions — account growth, scope changes, renewals
• Represent Teceze at client SteerCo and executive meetings

Essential Requirements

• 5+ years of experience in IT service delivery management or project management in a managed services environment
• Proven experience managing SLA-governed contracts and multi-engineer teams
• Strong P&L awareness — experience tracking revenue, billing, and cost at account level
• ITIL Foundation certification (ITIL v3 or v4) — mandatory
• PMP, PRINCE2, or equivalent project management certification preferred
• Experience with ITSM platforms — ServiceNow, Freshdesk, or equivalent
• Excellent client-facing communication and presentation skills
• Experience delivering services to enterprise clients in IT infrastructure, field services, or managed endpoints

Preferred / Nice-to-Have

• Experience in global managed services environments with multi-geography delivery
• ITIL Practitioner or Service Manager level certification
• Experience with Agile delivery methodologies

How Success Will Be Measured (First 6 Months)

• Maintain ≥97% SLA adherence across all assigned accounts
• Achieve CSAT ≥4.2/5 on all quarterly reviews
• Zero billing discrepancies attributable to SDM oversight
• Zero unplanned account escalations reaching COO level