Job Description

Position Summary

The Senior Project Manager supports the Project Management Office by leading complex IT projects, applying Encore’s project management standards, and ensuring assigned projects are planned, executed, monitored, reported, and closed consistently.

This role works closely with the Director, PMO, Client Success, Service Operations, service delivery teams, finance, sales, and presales to maintain visibility into scope, schedule, budget, resources, risks, issues, assumptions, dependencies, stakeholder communication, and project outcomes.

Key Responsibilities

· Lead assigned IT projects through initiation, planning, execution, monitoring, transition, and closeout.

· Apply PMO standards, methodologies, templates, governance practices, and reporting expectations consistently across assigned projects.

· Develop and maintain project plans, schedules, milestones, budgets, resource plans, communication plans, risk registers, issue logs, decision logs, and status reports.

· Maintain visibility into project scope, schedule, resources, milestones, risks, issues, assumptions, dependencies, and required decisions.

· Coordinate project activities with service delivery teams, Client Success, Service Operations, finance, sales, presales, vendors, subcontractors, and customer stakeholders.

· Facilitate project kickoffs, status meetings, risk reviews, stakeholder updates, lessons learned, and closeout activities.

· Monitor project performance and escalate risks, issues, resource constraints, scope changes, financial concerns, and delivery obstacles with clear context and recommended actions.

· Ensure project communication is consistent, accurate, timely, and appropriate for clients, internal stakeholders, and leadership.

· Support resource planning and project forecasting by maintaining accurate project schedules, demand visibility, and delivery status information.

· Partner with Service Operations to ensure project setup, delivery records, administrative workflows, billing inputs, and project readiness activities are accurate and complete.

· Partner with Client Success on project-related client governance, communication, risk visibility, stakeholder alignment, and project-to-service transition needs.

· Support continuous improvement by identifying recurring delivery challenges, contributing to lessons learned, and helping improve project execution practices.

Required Qualifications

· Bachelor’s degree or equivalent experience.

· PMP certification required.

· Minimum of five years of experience delivering projects in infrastructure deployment, cloud migration, software development, voice and collaboration, managed services, or multi-site technology implementations.

· Experience managing complex projects and cross-functional delivery teams.

· Strong understanding of project management methodologies, governance frameworks, resource planning, risk management, and stakeholder communication.

· Demonstrated ability to manage project scope, schedules, budgets, resources, risks, issues, assumptions, dependencies, changes, reporting, and project closeout.

· Experience working closely with delivery, finance, operations, sales, presales, and client-facing teams.

· Strong communication, organization, leadership, problem-solving, and stakeholder management skills.

· Experience with Microsoft Project, Salesforce, PSA platforms, CRM tools, project portfolio management tools, or reporting platforms.

Success Measures

· Assigned projects are planned, governed, executed, reported, and closed consistently with PMO standards.

· Project status, risks, issues, milestones, dependencies, resource needs, and required decisions remain visible and current.

· Project communication is clear, timely, accurate, and consistent for clients, internal stakeholders, and leadership.

· Projects maintain appropriate alignment to approved scope, schedule, budget, resource expectations, and delivery commitments.

· Escalations are raised early with clear context, impact, options, and recommended actions.

· Project records, billing inputs, delivery documentation, transition needs, and closeout activities are accurate, complete, and timely.

· Strong coordination with the Director, PMO, Client Success, Service Operations, finance, sales, presales, and delivery teams reduces friction and improves project execution.

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