Managed Services Project Manager

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

AHEAD is seeking a self-motivated leader over the Project Management and Continual Service Improvement (CSI) teams with deep customer service and services delivery skills to join our Managed Services group.

The Onboarding Project Manager will be responsible for successful onboarding/offboarding of new customer accounts, governance of all continual service improvement initiatives, project management of CSI and onboarding / offboarding projects as needed. This includes onboarding of all ITSM related processes, customer communication, continual service and process improvement, and customer experience and satisfaction.

• Results driven and customer focused; “Get things done - Make things happen.” 
• Inspection and quality of team responsibilities. 
• Managing work assignments and resource availability/balancing. 
• Responsible for the overall customer experience for Managed Services clients during the onboarding process and successful transition into steady state support. 
• Serves as an escalation point for customer satisfaction issues during the onboarding. 
• Identifies / builds metrics to track and report on the productivity of the project management and CSI teams. 
• Performs audits to evaluate all team members' interactions with customers. 
• Reports, communicates, and updates relevant stakeholders on project initiatives. 
• Translates and drives prioritization of customer requirements into service and project requests. 
• Manage project initiation activities, which include the identification of contractual obligations, client needs and goals, existing situations, and necessary contacts (gain access to existing information as needed). 
• Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables. 
• Identify needed resources for projects while defining and assigning major project roles. 
• Leads and manages projects within the organization, including onboarding, offboarding and service improvement initiative projects. 
• Assign and monitor work of project team, providing technical and analytical support and direction. 
• Interface with clients on technical matters as needed. 
• Manage project risks, issues/problems, and progress to ensure project goals (e.g., deadline, scope and quality) are achieved. 
• Assist with problem resolution or risk mitigation as needed. 
• Identify project management coordination process gaps or areas for improvement. 
• Recommends and implements solutions. 
• Utilize Ahead systems (ServiceNow, Smartsheet’s, Azure DevOps, etc.) to maintain updated project information. 

• Bachelor’s degree, or equivalent experience required. 
• 5+ years’ experience in Service Delivery Management or Project Management in a multi-customer environment. 
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. 
• Understanding of or experience with project management; PMP Certification preferred. 
• Knowledge and experience of managing processes, teams, and personnel. 
• Display and apply knowledge of technologies including compute infrastructure, networking, cloud, server, virtualization. 
• Knowledgeable of project management standards, processes, procedures and guidelines using both Agile and Waterfall methodologies. 
• Excellent analysis, problem-solving, team, conflict management, and time management skills. 
• Effectively facilitate interaction with executive level clients. 
• Able to consistently set clear expectations, manage team performance, and build high morale among team members. 
• Proficient at organizing documents and prioritizing work. 
• Account management and customer service skills. 

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details. 

The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.