Project Manager

About the Role:

The SDM / Project Manager is one of the most important roles in Teceze's operating model. SDMs are the primary commercial and delivery owners for their assigned accounts accountable for SLA performance, billing accuracy, client satisfaction, team management, and P&L contribution at account level. They are the face of Teceze to the client and the voice of the client inside Teceze.

Key Responsibilities

• Own end-to-end delivery for assigned accounts SLA, CSAT, billing, and P&L
• Manage the SDC, field engineers, and coordination resources assigned to your accounts
• Conduct weekly and monthly client service reviews producing and presenting service reports
• Manage service transitions and new account onboarding mobilisation, staffing, tooling
• Identify and manage risks, issues, and escalations at account level
• Maintain SOW/PO documentation and ensure all billing is accurate and timely
• Drive continuous improvement SLA trend analysis, CSAT improvement plans
• Work cross-functionally with Sourcing, HR, Finance, and Field Desk teams
• Support commercial discussions account growth, scope changes, renewals
• Represent Teceze at client SteerCo and executive meetings

Essential Requirements

• 5+ years of experience in IT service delivery management or project management in a managed services environment
• Proven experience managing SLA-governed contracts and multi-engineer teams
• Strong P&L awareness experience tracking revenue, billing, and cost at account level
• ITIL Foundation certification (ITIL v3 or v4) mandatory
• PMP, PRINCE2, or equivalent project management certification preferred
• Experience with ITSM platforms ServiceNow, Freshdesk, or equivalent
• Excellent client-facing communication and presentation skills
• Experience delivering services to enterprise clients in IT infrastructure, field services, or managed endpoints

Preferred / Nice-to-Have

• Experience in global managed services environments with multi-geography delivery
• ITIL Practitioner or Service Manager level certification
• Experience with Agile delivery methodologies

How Success Will Be Measured (First 6 Months)

• Maintain 97% SLA adherence across all assigned accounts
• Achieve CSAT 4.2/5 on all quarterly reviews
• Zero billing discrepancies attributable to SDM oversight
• Zero unplanned account escalations reaching COO level