Project & Service Value Manager

Job Description – Project & Service Value Manager

Role Purpose

The Project & Service Value Manager is a versatile role combining Project Management and Service Value Management capabilities.

Depending on business and client needs, the role may be assigned as a Project Manager, Service Value Manager, or a combination of both, ensuring effective delivery, strong client engagement and continuous service improvement.

Key Responsibilities

• Manage projects and/or services within the IT and Banking industry, ensuring delivery in line with agreed scope, quality, timelines and client expectations.
• Act as a key point of contact between clients, delivery teams and internal stakeholders.
• Understand client needs and translate them into clear project deliverables and/or service requirements.
• Develop and monitor project plans, timelines, milestones, resources and budgets when applicable.
• Coordinate project and service activities across local, remote and offshore teams.
• Monitor delivery and service performance against agreed objectives, KPIs and Service Level Agreements (SLAs).
• Identify and manage risks, issues and dependencies, coordinating mitigation and resolution actions with relevant stakeholders.
• Provide regular project and/or service performance reporting to clients and internal stakeholders.
• Ensure project deliverables and services meet agreed quality standards and client expectations.
• Support the definition, review and continuous improvement of SLAs, KPIs and service performance measures.
• Identify opportunities for continuous improvement and drive appropriate improvement actions.
• Build strong client relationships and contribute to customer satisfaction.
• Support smooth transitions between project delivery and operational service where applicable.
• Perform any other related tasks assigned by Top Management, Domain Lead or Chapter Lead.

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, Finance or a related field.
• 3+ years of relevant experience in Project Management, Service Management or client delivery, preferably within IT and/or Banking.
• Strong client and stakeholder management skills.
• Good understanding of Agile, Waterfall and hybrid project methodologies.
• Understanding of Service Level Management, SLAs and KPIs.
• Strong communication, organizational, problem-solving and decision-making skills.
• Ability to manage multiple priorities and work effectively with remote and multicultural teams.
• Professional proficiency in English and French.
• Experience with tools such as Microsoft Teams, Jira, Confluence and SharePoint.
• Project Management and/or ITIL certification is a plus.

Role Flexibility

• In line with a T-shaped delivery model, the individual may operate as a Project Manager, Service Value Manager, or across both areas simultaneously depending on client, project and organizational needs.