Project Manager - CCaaS based Client Support Services

The Project Manager serves as the single point of accountability for the successful delivery, transformation, and operational performance of enterprise end-user IT services. This role provides strategic leadership across Service Desk, Desktop Support, IT Asset Management, and enabling platforms, including ServiceNow and Contact Center as a Service (CCaaS), ensuring the delivery of an integrated, customer-centric support model.

The Project Manager is responsible for maintaining operational excellence while driving continuous service improvements through process optimization, automation, analytics, and ITIL best practices. Working closely with client leadership, the Project Manager aligns technology services with organizational priorities and ensures the delivery of measurable business outcomes.

Primary Responsibilities

Enterprise Service Delivery Leadership

• Provide overall leadership and coordination for Service Desk, Desktop Support, and IT Asset Management functions as a unified service delivery organization.
• Serve as the primary point of contact for client leadership regarding operational performance, strategic initiatives, and service improvements.
• Ensure service delivery aligns with organizational objectives and evolving digital transformation initiatives.
• Coordinate cross-functional teams  to deliver consistent, high-quality customer support.

Service Transformation & Continuous Improvement

• Lead initiatives that modernize service delivery through automation, AI-enabled capabilities, and omnichannel support.
• Promote adoption of self-service technologies, workflow automation, and knowledge management solutions.
• Develop and maintain a continuous service improvement program using operational metrics, trend analysis, and root cause analysis.
• Drive measurable improvements in First Contact Resolution (FCR), Customer Satisfaction (CSAT), operational efficiency, and service quality.

ServiceNow Governance & Platform Management

• Ensure all IT services are delivered using standardized, ITIL-aligned ServiceNow workflows.
• Collaborate with platform administrators to enhance workflow automation, knowledge management, reporting, and Virtual Agent capabilities.
• Support integration between ServiceNow and CCaaS platforms to deliver a seamless customer experience.
• Promote standardized processes that improve consistency, transparency, and operational scalability.

Performance Management

• Manage performance against all contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop dashboards and reporting that provide actionable insights into service performance.
• Conduct regular operational and executive service reviews with client stakeholders.
• Monitor vendor and subcontractor performance to ensure compliance with contractual obligations.

Risk & Operational Management

• Identify, assess, and mitigate operational, technical, and staffing risks.
• Develop and maintain business continuity and contingency plans.
• Lead response activities for major incidents, ensuring timely communication, escalation, and resolution.
• Monitor operational health and proactively address emerging issues.

Transition & Organizational Change Management

• Lead transition activities including onboarding, knowledge transfer, operational readiness, and service stabilization.
• Develop transition plans that minimize operational disruption.
• Support organizational change initiatives associated with new technologies, processes, and service delivery models.
• Ensure successful adoption of new capabilities through stakeholder engagement and communication.

Stakeholder Management

• Build collaborative relationships with client executives, agency leadership, business stakeholders, and vendors.
• Serve as a trusted advisor on service optimization, innovation, operational efficiency, and customer experience improvements.
• Facilitate collaboration across agencies and business units to standardize service delivery where appropriate.

Minimum Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Master's degree or MBA preferred.
• Project Management Professional (PMP) certification preferred.

Experience

• Minimum of five (5) years of project management experience supporting enterprise IT initiatives.
• Minimum of three (3) years managing IT Service Desk, End User Support, or IT Operations environments.
• Demonstrated experience leading large-scale IT service delivery programs in complex, multi-team      environments.
• Minimum of three (3) years experience managing ServiceNow-enabled IT Service Management (ITSM) operations.
• Strong knowledge of ITIL service management principles and best practices.

Required Knowledge, Skills & Abilities

• Strong leadership and organizational skills with the ability to manage multiple priorities.
• Expertise in ITIL-based IT Service Management (ITSM) practices.
• Experience managing enterprise Service Desk and End User Support organizations.
• Knowledge of ServiceNow ITSM capabilities and service delivery workflows.
• Experience implementing service automation and process improvement initiatives.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent written and verbal communication skills, including executive-level presentations.
• Demonstrated ability to lead cross-functional teams in fast-paced operational environments.
• Experience managing vendors, subcontractors, and third-party service providers.
• Ability to manage complex projects from initiation through operational transition.

Preferred Qualifications

• PMP certification or equivalent project/program management credential.
• ITIL Foundation or higher certification.
• Experience supporting enterprise state government or large public sector organizations.
• Experience managing cloud-based Contact Center as a Service (CCaaS) platforms.
• Experience overseeing multi-vendor service delivery models.
• Demonstrated success improving SLA compliance, customer satisfaction, operational efficiency, and service      quality through continuous improvement initiatives.
• Familiarity with AI-enabled service management, automation, and analytics platforms.

Background Requirements

• Must successfully complete all required background investigations, including fingerprint-based criminal background screening, in accordance with client security requirements.