Service Delivery Project Manager - Remote (MSP, Connectwise is non-negotiable)

About this role

## SUMMARY

The MSP Service Delivery Project Manager is responsible for the successful execution of client projects from initiation through completion. This role oversees project coordination, resource planning, client communication, financial performance, and overall delivery outcomes. MSP experience is non-negotiable. Some candidates claim to have MSP experience, but during the interview, it turns out their background is more aligned with enterprise environments rather than MSP.

The Project Manager ensures projects are delivered on time, within scope, and within budget, while maintaining technical standards and providing an exceptional client experience. Acting as the central point of coordination between Sales, Engineering, Service Teams, and Leadership, this role drives predictable execution and scalable service delivery operations.

This position owns project outcomes and financial performance but does not make final technical design decisions.

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## JOB RESPONSIBILITIES

Project Delivery Ownership

• Manage the full project lifecycle: intake, kickoff, planning, execution, monitoring, and closeout
• Ensure alignment between approved sales scope and delivery execution
• Maintain project schedules, milestones, risk registers, and documentation
• Manage scope changes and formal change orders
• Ensure adherence to project delivery standards and documentation requirements

Resource Coordination

• Coordinate engineering resources across Helpdesk, Projects, and Cybersecurity teams
• Collaborate with Service Managers and Team Leads to balance project and operational workloads
• Forecast resource capacity and proactively escalate constraints

Client Communication

• Serve as the primary point of contact during active projects
• Lead project kickoff meetings and regular status updates
• Manage client expectations around risks, delays, and scope changes
• Deliver executive-level communication, especially for enterprise and regulated clients

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