Project and Service Manager

We're Hiring: Project and Service Manager!

We are looking for a skilled Project and Service Manager to lead our project teams and ensure the successful delivery of services to our clients. The ideal candidate will possess strong leadership skills, attention to detail, and the ability to manage multiple projects simultaneously while ensuring client satisfaction.

Location: Ortigas

Work Mode: Work From Office

Role: Project and Service Manager

Key Responsibilities

• Account Management and Relationship Building:
• Serve as the primary point of contact for the client’s IT and security teams, ensuring clear communication and alignment on project goals, timelines, and deliverables.
• Build and maintain a strong working relationship with key stakeholders at client organization, ensuring that expectations are managed and services are delivered to their satisfaction.
• Regularly communicate with the client’s leadership and IT teams to provide updates, resolve issues, and ensure their security needs are being met.
• Service Review and Performance Monitoring:
• Perform regular service reviews to assess the performance of the cybersecurity solutions and all related services provided to the clients.
• Prepare and present service performance reports, highlighting key metrics, incidents, resolutions, and any areas for improvement.
• Conduct monthly and quarterly service review meetings with the client’s management, outlining service levels achieved, system health, and security posture.
• Ensure compliance with Service Level Agreements (SLAs) and maintain detailed documentation of service performance.
• Project Management and Coordination:
• Oversee the implementation and project management of the current deployment and any future expansions.
• Coordinate with the Onsite Engineer and other support teams to ensure the successful delivery of cybersecurity services, from deployment to day-to-day operations.
• Track the project timeline, manage risks, and ensure all tasks are completed on schedule.
• Manage any escalations or challenges that arise during the course of the project and facilitate timely resolution by coordinating with the appropriate technical teams.
• Ensure all project documentation is up to date and accessible to relevant stakeholders, including detailed records of project progress, configurations, and service actions.
• Issue Escalation and Resolution:
• Manage and coordinate the resolution of any major incidents or security-related issues at client side, ensuring quick and efficient response times.
• Escalate critical issues to technology vendor’s global support and technical teams when necessary, following through to resolution and keeping the client informed throughout the process.
• Ensure timely updates and communication to the client regarding the status of open incidents, issues, and ongoing resolutions.
• Process Improvement and Optimization:
• Identify opportunities for improving the efficiency and effectiveness of cybersecurity’s services to the clients.
• Work with internal teams to propose new initiatives or service enhancements that will benefit client’s overall security posture.
• Gather feedback from the client’s teams to continuously refine and optimize the service delivery model.
• Reporting and Documentation:
• Maintain comprehensive and up-to-date records of service activities, including service requests, incidents, and performance metrics.
• Produce and distribute monthly reports that summarize the system’s health, incident management, and ongoing activities.
• Ensure that all project documentation, including configuration changes and process workflows, are fully documented and accessible.
  
  

Ready to take your career to the next level? Apply now and join us on this exciting journey!