Service Delivery & Project Manager

Job Description

As a Service Delivery & Project Manager at COSMOTE Global Solutions, you will:

Service Delivery & Performance

• Ensure services are delivered on time, within scope, and in line with agreed quality standards.
• Monitor, manage, and report on Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Lead continuous improvement initiatives to enhance service performance, efficiency, and quality.

Client & Stakeholder Management

• Act as the primary point of contact for clients on all service delivery matters.
• Build strong client relationships, understand business needs, and manage expectations effectively.

• Facilitate regular service reviews, performance meetings, and improvement discussions.

Onboarding & Transition Management

• Lead the onboarding of new clients and new service engagements.
• Coordinate cross-functional teams to ensure smooth transitions from proposal and design to live service delivery.
• Define onboarding and transition plans, set milestones, track progress, and ensure operational readiness.
• Engage closely with clients throughout onboarding to ensure alignment, clarity, and satisfaction.

Project Management

• Lead and deliver IT and technical projects from initiation to closure.
• Define project scope, plans, schedules, and timelines; monitor progress against milestones.
• Coordinate cross-functional project teams and communicate effectively with stakeholders.
• Identify, assess, and manage project risks, issues, dependencies, and changes.
• Ensure projects are delivered on time, within budget, and to required quality standards.

Team Leadership

• Lead, coach, and develop the service delivery and project teams.
• Coordinate and integrate internal support teams to ensure seamless delivery.
• Allocate work effectively and support team performance and engagement.
• Promote a culture of accountability, collaboration, and continuous professional development.

Process, Operations & Continuous Improvement

• Develop, document, and maintain standard operating procedures and service delivery best practices.
• Manage escalation processes and ensure timely resolution of service or project issues.
• Work closely with internal functions (e.g., sales, technical, operations) to align delivery with business strategy.
• Analyze performance data to identify trends, risks, and opportunities for improvement.
• Produce operational and project reports and provide insights to senior leadership.
• Support the ongoing refinement of service delivery and project management frameworks.

Requirements

• Bachelor’s degree in Project Management, Information Technology, or a related field.
• Proven experience in service delivery management and/or IT project management.
• Proven experience with the above tasks.
• Experience managing IT or technical services and projects in a client-facing environment.
• Strong communication, stakeholder management, and relationship-building skills.
• Excellent planning, organizational, and problem-solving abilities.
• Experience working with project management and service management tools (e.g., Jira, MS Project).
• Service Management certification (e.g., ITIL).
• Project Management certification (e.g., PMP, PRINCE2, Agile/Scrum).