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About the Role

As a Project Manager within the Professional Services Team, the role holder will lead the successful delivery of customer projects across CCaaS, UCaaS, CX transformation, cloud, automation, AI, and managed network services. This role requires a commercially aware, highly organised, and customer-focused project professional to bring structure, clarity, and momentum to complex delivery environments, ideally using Kanban or other Agile delivery techniques alongside strong project governance. The successful candidate will act as the primary delivery interface between customers, internal technical teams, sales, account management, suppliers, and the PMO, ensuring projects are delivered in line with agreed scope, timelines, budget, quality standards, and customer expectations.

Responsibilities

• Own and manage multiple Professional Services projects from initiation through discovery, planning, delivery, testing, transition, closure, and benefits review.
• Use suitable project delivery methods, including Kanban where appropriate, to manage flow, prioritisation, blockers, dependencies, and team capacity.
• Create and maintain project plans, Kanban boards, RAID logs, action trackers, status reports, project forecasts, governance packs, and closure documentation.
• Chair internal and customer-facing project meetings, steering groups, delivery boards, and governance forums, ensuring actions and decisions are clearly captured and followed through.
• Act as the primary point of contact for customers during delivery, building trust, managing expectations, and providing clear, timely, and confident communication.
• Coordinate cross-functional teams including consultants, engineers, architects, service delivery, account management, finance, operations, and third-party suppliers.
• Manage project scope, risks, issues, assumptions, dependencies, and change control, escalating constructively where required.
• Monitor project budgets, professional services effort, forecasting, invoicing triggers, and revenue recognition, supporting strong commercial control.
• Support pre-sales, bids, tenders, and Statements of Work by contributing realistic delivery assumptions, estimates, project plans, and risk considerations.
• Lead customer workshops, project kick-offs, progress reviews, and lessons learned sessions in a professional and structured manner.
• Ensure handover into support or managed services is planned, documented, and completed effectively.
• Promote continuous improvement by sharing lessons learned, improving project templates, and helping mature Professional Services delivery practices.
• Ensure compliance with Connect information security, quality, governance, and customer confidentiality requirements.

Requirements

• Proven experience managing customer-facing technology projects, ideally within Professional Services, managed services, telecoms, contact centre, CX, UCaaS, CCaaS, cloud, or network environments.
• Solid project management capability, including planning, governance, reporting, risk management, budgeting, and stakeholder communication.
• Practical experience using Kanban, Agile, or hybrid delivery approaches to manage work in progress, priorities, dependencies, and delivery flow.
• Experience managing multiple projects concurrently, balancing customer expectations, internal capacity, commercial pressures, and delivery quality.
• Strong customer-facing skills with demonstrable experience managing senior stakeholders, escalations, and project communications.
• Experience working with technical teams and translating complex delivery topics into clear customer-facing updates.
• Good commercial awareness, including understanding of professional services effort, project margins, invoicing milestones, and change control.
• Experience supporting bids, tenders, pre-sales activity, or Statements of Work would be advantageous.
• Experience with tools such as Microsoft Project, DevOps, Jira, Planner, ServiceNow, Salesforce, Teams, or similar would be beneficial.

Skills

• Genesys Cloud
• Genesys Engage
• Five9
• AI
• Microsoft Teams
• Cisco
• AWS
• Azure
• Data Circuits
• SIP Services
• Number Porting
• Managed Network Services
• SD-WAN
• Customer Focus
• Stakeholder Management
• Relationship Building
• Commercial Awareness
• Structured Delivery and Governance
• Kanban / Agile Working Practices
• Risk and Issue Management
• Communication and Facilitation
• Leadership and Influence
• Decision Making
• Problem Solving
• Financial Management
• Continuous Improvement
• Excellent communication skills
• High emotional intelligence
• Strong facilitation skills
• Calm under pressure
• Proactive ownership mindset
• Strong relationship-building skills
• Collaborative leadership style
• Clear attention to detail
• Pragmatic problem-solving approach
• Positive, resilient and continuous-improvement focused

Education Level

• PRINCE2, PMP, AgilePM, Scrum, Kanban or equivalent project management certification is desirable but not essential where equivalent experience can be demonstrated.

About the Company

• Connect Managed (UK) Limited