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