Project Management

Business Unit:Operations/Service DeliveryReports To:Service Delivery ManagerPurpose of the RoleThe Project Manager is responsible for the end-to-end coordination and delivery ofClient Delivery ProjectsandClient Transition-In Projectswithin Interact IT's Service Delivery area.This role ensures that all client-facing technology projects—ranging from infrastructure upgrades and cloud migrations to software deployments and managed service transitions—are delivered effectively, within scope, on time, and to agreed quality standards.The position plays a pivotal role in bridging client relationships and internal delivery teams, ensuring that project outcomes are aligned with work.This is adevelopmental role, suited to a capable project manager operating at SFIA Level 4 who will be supported and mentored to progress toward Level 5 responsibilities over time.Key ResponsibilitiesProject Delivery & GovernancePlan, manage, and deliver multiple concurrent client ICT projects (technology refreshes, rollouts, migrations, upgrades, and transitions to service operations).Apply Interact IT's project management framework, aligned with SFIA 9 and ITIL v3 service transition principles.Define and manage project scope, timelines, deliverables, risks, and dependencies using agreed project controls (e.g., Halo PSA project module, MS Project, or equivalent).Maintain clear project documentation—plans, RAID logs, stakeholder registers, and closure reports.Ensure change management and service transition documentation is complete for seamless handover into BAU support.Stakeholder ManagementEngage with clients to clarify requirements, confirm scope, and manage expectations throughout delivery.Collaborate closely with Solution Architects, Technical Consultants, and Service Desk Team Leaders to plan and coordinate project tasks.Provide regular progress updates to the Service Delivery Manager, including schedule, cost, and risk status.Support post-implementation reviews to capture lessons learned and continuous improvement opportunities.Commercial & Risk AccountabilitySupport the Service Delivery Manager and Commercial Team in estimating effort, resource plans, and costs for client proposals.Monitor project budgets, ensuring accurate time and cost capture in Halo PSA and proactive variance management.Identify, assess, and escalate project risks and issues in accordance with Interact IT's governance framework and board-level risk categories (Operational, Financial, Compliance, Client Experience).Continuous Improvement & DevelopmentActively participate in mentoring and learning opportunities to progress toward SFIA Level 5 capability.Contribute to improving Interact IT's project management methodologies, templates, and service transition processes.Support the development of project reporting dashboards (e.g., Power BI) and KPI metrics for utilisation, delivery performance, and client satisfaction.Key RelationshipsInternalService Delivery ManagerTechnical & Solution Delivery TeamsAccount ManagersService Desk Team LeadersExternalClient project sponsors & IT managersVendors and distributorsClient end-users during deploymentPartners involved in joint deliverySFIA Alignment – PRMG Level 4AutonomyWorks under general direction within a clear framework. Exercises substantial personal responsibility and autonomy in managing defined projects or work streams.InfluenceInfluences team members, clients, and suppliers. Regularly liaises with project stakeholders and may represent the project in discussions with clients.ComplexityManages small to medium-scale projects or discrete elements of larger projects. Coordinates specialist contributions to meet project goals.KnowledgeDemonstrates a strong understanding of project management techniques, risk management, and service transition in ICT environments.Business SkillsCommunicates effectively with both technical and non-technical audiences. Understands commercial drivers, client expectations, and the importance of governance and documentation.Key Selection CriteriaDesirable Experience managing ICT infrastructure, cloud, or network projects within a managed service or systems integration environment.Demonstrated ability to plan, coordinate, and deliver projects across technical teams.Strong client communication and stakeholder management skills with the ability to translate technical outcomes into business language.Knowledge of ITIL Service Transition or equivalent frameworks.Understanding of project governance in a service delivery context.Exposure to Halo PSA, ITQuoter, or similar PSA/project tools is advantageous.Formal training or certification (PRINCE2 Foundation, PMBOK, or Agile Project Management) is desirable but not essential.Career Development PathwayThis role is designed as adevelopmental pathwayfrom SFIA Level 4 (Enable) to Level 5 (Ensure, Advise).Progression will be supported through:Structured mentoring from the Service Delivery Manager and senior project leads.Exposure to complex client programs and cross-functional projects.Access to accredited training via ACS MYSFIAKey Performance Indicators (KPIs)Project Delivery , ≥90% of projects delivered on time and within budgetClient Satisfaction , CSAT > 8/10 for delivered projectsGovernance & Reporting , Accurate and timely reporting in Halo PSAService Transition , Zero critical issues at transition handoverProfessional Development, Demonstrated progress toward SFIA Level 5 capability