Project Manager

WHAT WE ARE LOOKING FOR:

Clients come to Kaseya for reliable, proven solutions and services delivered as cost-effectively as possible. They come looking for ways to translate Kaseya’s experience, high-quality standards, and innovation into improved platform performance. We address these needs by leveraging a proven set of processes, tools and techniques called the Kaseya Delivery Methods (KDM).

As Kaseya continues its push to advance the simplification and advancement of its Services suite, we seek to develop a next generation, customer onboarding experience to increase the reliability, quality, speed, and predictability of delivery, performance, and optimization of Kaseya NOC & Help Desk Services.

The Project Manager, NOC & Help Desk Services will communicate effectively with the customer to ensure efficient and successful delivery of the completed implementation. The Project Manager must be dynamic, high-energy, organized, and able to support cross-functional coordination in a fast paced environment. The Project Manager must also possess excellent judgment and have a proven ability to independently manage multiple tasks and projects with competing priorities and deadlines, screen and prioritize communications from external and internal sources.

Activities include leading project planning sessions, ensure projects meet deadlines, manage project progress and adapt work as required meeting with customers to define and document business requirements, translating requirements into a project plan, allocating resources, setting milestones, driving progress, and reporting effectively through the adoption of our light touch next generation Professional Service Delivery Methodology (KDM).  You will be passionate about process driven projects and service delivery architecture and have both the hunger and the experience to see this through from project creation to service in operation.

WHAT YOU’LL DO: 

The ideal candidate comes from a consulting background, ideally in professional or business services delivery. They understand both the business and technical aspects of consulting in the MSP space and have a track record of delivering solutions that exceed client expectations. This role requires strategic thinking, innovation, collaboration, and creative problem-solving skills. The candidate will have prior experience in hands-on workflow and methodology design in the pure play consulting space.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Independently oversee multiple projects, medium to large size in scope and complexity
• Creation and management of project plans for new opportunities
• Clearly communicate the progress of weekly/monthly/quarterly initiatives and track key project metrics
• Responsible for detailed planning of projects and the creation and management of project plans, schedules, and status reports capturing key performance measurements.
• Optimizing and improving processes and the overall approach where necessary
• Responsible for documenting the project history using meeting minutes and action item documentation for all related project meetings.
• Monitor project metrics: cost, schedule, progress. Also responsible for resource capacity planning, forecasting, facilitating change control, issue, and risk identification/quantification. Must track and manage multiple priorities of software development projects in a matrix management environment.
• Facilitate meetings including preparing agendas and coordinating schedules and materials, documenting meeting minutes, following up on action items, gathering, organizing, and distributing project related documentation.
• Strategize with project teams to identify and resolve issues, assess potential risks, and develop alternative plans.
• Consistently achieve high client satisfaction by being able to manage client expectations and then exceed these expectations.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
• Collaborates with business partners to ensure that solutions are delivered as agreed upon in the Product Roadmap.
• Collaborates with NOC & HD Services team to ensure processes and systems are aligned to deliver business requirements.
• Work as part of an Agile development team to deliver projects in a fast-paced environment.
• Enforce established KDM across all project members, customers, and stakeholders.
• Maintains excellent, proactive, and transparent communication with upper management and stakeholders both within NOC and HD Services and across organizations to ensure smooth and timely delivery of solutions.
• Complete and deliver status reports as required by upper management.
• Ensure resources are regularly logging tasks to produce reports which provide the required visibility to the business.
• Contribute toward ongoing advancement of service delivery by identifying opportunities for process improvement.
• Manage scope and minimize exposure and risk across projects.
• Build industry knowledge and develop understanding of business division’s organization and objectives.
• Gain an understanding of technical assets and direction.
• Work at an enterprise level to share lessons learned and best practices.
• Determine new and creative ways to employ teams on projects and distribute responsibilities.
• Performs other business tasks or functions as assigned. May be required to perform duties outside of normal work hours based on business need.

WHAT YOU’LL BRING:

• 5+ years in a Global Professional Services or Consulting business with a minimum of 2 years managing and delivering customer-facing projects.
• 4+ years of experience working with business stakeholders within a cross-functional matrix environment.
• Demonstrated ability leading multiple technically diverse projects.
• Real world systems consulting experience working with key stakeholders (either internal or external)
• Exposure to Quality Assurance and Technical Documentation authoring a huge advantage.
• Service delivery and program management skills with the ability to summarize customer success outcomes into well-structured program plans.
• Natural collaborator, with excellent communication skills and executive presence. Must be self-motivated and comfortable with ambiguity and have the ability to influence across multiple levels and organizations including internal and external stakeholders.
• Adept strategic thinker, problem solver and results-oriented pragmatist
• Exceptional oral and written communications; able to communicate complex, technical concepts in a focused and well-organized manner.
• Willingness to take on new challenges, explore new ideas and be flexible with changing priorities.
• Strong background in Business Services Implementation
• Advanced Microsoft Excel skills like pivot tables, reporting, macros, and VBA
• Project Management Certification: PMP, CAPM, Project+, etic
• Bachelor’s degree or higher; minor or advanced degree in business/STEM or equivalent experience
• Degree in business administration, economics, computer science, or equivalent work experience