Overview
We are seeking an experienced and highly motivated Project Manager to lead the delivery and continuous improvement of End User Support Services (EUSS) and End User Computing (EUC) services for a government-sector client. The successful candidate will be responsible for managing service delivery, stakeholder engagement, operational performance, project execution, and vendor coordination to ensure high-quality IT support services that meet contractual obligations and business objectives.
Key Responsibilities
Service Delivery Management
- Oversee the day-to-day delivery of End User Support services, ensuring compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Manage service operations including: Service Desk Desktop Support; Field Support; Device Lifecycle Management; Workplace Technology Services; Software Deployment and Support
- Monitor service performance, identify service gaps, and drive continual service improvement initiatives.
- Ensure timely incident, request, problem, and change management activities in accordance with ITIL best practices.
Project and Transition Management
- Lead service transition, implementation, and enhancement projects related to End User Support environments.
- Develop and maintain project plans, schedules, risk registers, and status reports.
- Manage project scope, budget, resources, timelines, and deliverables.
- Coordinate deployment activities for new technologies, tools, and workplace solutions.
- Ensure successful project closure with proper documentation and knowledge transfer.
Stakeholder Management
- Act as the primary point of contact between the client, internal teams, and external vendors.
- Build strong relationships with client stakeholders, ensuring alignment with business and operational objectives.
- Conduct regular service review meetings and project status updates.
- Present service performance reports, project progress, risks, and improvement recommendations to management and client stakeholders.
Team Leadership
- Lead and manage service delivery teams including service desk analysts, desktop engineers, field support engineers, and technical specialists.
- Provide coaching, mentoring, and performance management to team members.
- Foster a customer-centric culture focused on service excellence.
- Manage resource planning, workload balancing, and skills development.
Governance, Risk and Compliance
- Ensure compliance with government policies, security standards, and organizational governance requirements.
- Identify, assess, and mitigate operational and project risks.
- Support audit activities and ensure accurate maintenance of service and project documentation.
- Ensure adherence to cybersecurity, data protection, and regulatory requirements.
Vendor and Financial Management
- Manage third-party vendors and subcontractors involved in service delivery.
- Monitor vendor performance against contractual obligations.
- Support budgeting, forecasting, and financial tracking for service and project activities.
- Identify opportunities for cost optimization and operational efficiency.
Required Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.
- Experienced in IT service delivery, project management, or managed services environments.
- Minimum 2-3 years of experience managing End User Support or workplace support services.
- Experience working with government agencies, public sector organizations, or regulated environments is highly preferred.
- Proven experience managing cross-functional technical teams and vendor
- Senior End User Support Engineers with strong technical expertise and demonstrated experience in leading service delivery, managing stakeholders, coordinating projects, and driving service improvement initiatives are encouraged to apply.
