Project Manager

Overview

Serve as a key liaison between clients and internal teams to ensure high-standard service delivery, client retention, and measurable business outcomes within the Service Delivery Management (SDM) team.

What you'll do

• Serve as the primary point of contact for assigned client accounts, building trusted, long-term relationships
• Manage and monitor contracted service delivery to ensure all commitments are met
• Achieve and maintain a 95% client retention rate by proactively addressing client needs and concerns
• Oversee end-to-end project delivery, ensuring 100% on-time delivery against agreed deadlines
• Track and manage all work against the client's Statement of Work (SOW)
• Professionally manage scope creep by guiding clients through the formal change request process
• Ensure all assigned Client Success Initiatives are fully implemented with success criteria met and signed off by stakeholders
• Review and update the Weekly Project Summary Report, tracking monthly hours utilized by task and team
• Manage monthly budget submissions and forecasting through the Clarity portal, including cost plan creation, reconciliation of forecasted vs. actual units, and submission for approval
• Review and approve team timesheets weekly, handling discrepancies promptly
• Monitor contracted growth metrics monthly and coordinate overage invoicing as needed
• Review monthly EBITA and financial files, updating the Monthly Ops Tracker before the 20th of each month
• Achieve 95% or higher monthly SLA/OLA adherence across all assigned accounts
• Prepare, maintain, and update monthly SLA documentation and trackers
• Monitor SLA breaches, obtain remediation plans from responsible teams, and document findings
• Monitor major incidents for assigned clients, coordinating with GMS resources for testing and validation as needed
• Maintain centralized, up-to-date contract documentation for all assigned accounts
• Track contract end dates and proactively coordinate extensions with AVPs and AOEs before expiration
• Support AVPs in proposing additional services to clients during contract negotiations
• Develop and maintain RACI matrices and escalation matrices in accordance with contract requirements, reviewing and updating them regularly
• Actively identify 1-2 upsell and cross-sell opportunities per cycle and escalate leads to the appropriate sales or account management channels
• Contribute toward a 15% increase in referenceable accounts by delivering exceptional client experiences
• Deliver 1-2 AI projects with measurable, quantifiable impact (e.g., minimum 10% reduction in time spent on specific tasks)
• Identify and implement process improvements derived from customer feedback each quarter
• Pursue and complete project management certification and relevant training to enhance professional skills

What you'll need

• Proven experience in project management, service delivery, or a client-facing operations role
• Strong understanding of contract management, SLA/OLA frameworks, and financial tracking
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization
• Excellent communication and interpersonal skills with the ability to build trust at all stakeholder levels
• Proficiency in project management tools and reporting platforms
• Experience with timesheet management and budget forecasting processes

Nice to have

• Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification

Details

• Remote, Pune-Baroda, India
• Internal candidates only