Project Manager (Deployments and Delivery)

Department Operations and Delivery

Reports To [Head of Operations / VP Delivery]

Employment Type : Full time, in house

Job Location: Andheri

Night Shift EST

Experience: 5-10 years

2. Role Summary

We are bringing the Project Manager function in house. The Project Manager owns end to end delivery of every active company customer project, from signed order through to go live, stabilization, and final billing.

This is a single point of accountability role. The Project Manager is responsible for the plan, the cadence, the stakeholders, the escalations, and the commercial close out of each project. The person in this role will run our largest enterprise programs alongside the full portfolio of small and mid sized deployments running at any given time.

Success in this role means projects go live on the committed date, clients are never surprised, internal teams always know what is expected of them today, and every completed milestone is invoiced and collected on schedule.

3. Key Responsibilities

3.1 Portfolio Ownership

- Own the complete portfolio of active company projects, not a fixed subset. The large majority of this portfolio is North America based.
- Maintain a single consolidated project tracker covering every project, its phase, its committed go live date, its current risk status, and its open blockers.
- Prioritize personal time and attention dynamically across the portfolio. Projects approaching deployment, cutover, or go live receive materially greater engagement than projects in early planning or steady state.
- Maintain oversight of the small number of projects outside North America, which are executed by regional resellers with support from our technical and deployment teams. These require monitoring and escalation support rather than day to day management.
- Flag capacity conflicts early when multiple projects converge on the same deployment window.

3.2 Daily Cadence and Execution Discipline

- Run a daily working cadence across all active projects. Review open activities, confirm progress against plan, and identify what is at risk that day.
- Hold structured stand ups or check ins with internal executors, including engineering, integration, menu configuration, hardware and logistics, support, and field installation partners.
- Convert every discussion into assigned actions with named owners and due dates. Follow up until closed. Nothing is left open without an owner.
- Publish a concise daily or weekly status summary to internal stakeholders and leadership, depending on project phase.
- Escalate blockers the same day they are identified rather than allowing them to surface at the next scheduled review.

3.3 Client and Stakeholder Management

- Serve as the primary delivery contact for the client, working directly with the client side project manager, IT team, operations team, and store or franchise leadership.
- Align on the scope, deliverables, dependencies, and delivery dates at project kickoff, and formally confirm any change to them in writing.
- Run recurring client status calls, circulate agendas in advance, and issue written minutes with decisions and action items after every call.
- Manage client side dependencies actively, including network readiness, site readiness, menu data, POS access, credentials, staff training windows, and store scheduling.




- Hold the client accountable to their commitments in a qualified and constructive way, and document the delivery impact whenever a client side dependency slips.

3.4 Deployment and Go Live Management

- Build and maintain the deployment plan for each project, covering hardware ordering and shipment tracking, staging and configuration, installation scheduling, integration testing, user acceptance testing, training, and go live.
- Coordinate installation partners and field technicians across sites.
- For reseller led projects outside North America, track the reseller's plan and milestones, review their status reporting, and step in only when a project is slipping or an escalation requires company's involvement.
- Run go live readiness reviews before every cutover and confirm that all pre requisites are cleared.
- Manage hypercare after go live, track early issues to resolution, and formally transition the account to the support organization.

3.5 Commercial and Billing Accountability

- Track the contracted commercial terms and billing milestones for each project.
- Trigger invoicing promptly when a milestone is achieved, working with finance and sales to ensure invoices are raised accurately and on time.
- Monitor purchase orders, ensure the correct PO reference and license period appear on each invoice, and resolve documentation gaps that would delay payment.
- Follow up on outstanding receivables tied to project milestones and escalate aging items to leadership.
- Ensure no project reaches completion with unbilled scope or uncollected milestones.

3.6 Risk, Change, and Governance

- Maintain a risk and issue log per project with owner, mitigation, and target resolution date.
- Identify scope changes early, quantify the commercial and schedule impact, and route them to sales and leadership for a change order before work proceeds.
- Maintain project documentation in an organized and current state, including plans, trackers, minutes, sign offs, and closure reports.
- Conduct a project closure review capturing what worked, what did not, and what should change in the next rollout.

3.7 Continuous Improvement

- Standardize company project templates, checklists, and playbooks so that every deployment follows a repeatable process.
- Recommend and implement improvements to tooling, reporting, and handoffs between sales, delivery, and support.

4. Location, Working Hours, and Time Zone Expectations This is a full time remote role based in India. There is no requirement to work from an office, but the role is aligned to the customer base rather than to local business hours, and candidates must be comfortable with that before applying.

Approximately eighty to eighty five percent of company customers are based in North America. The baseline expectation for this role is full availability through the Eastern Time business day, and working hours should be planned around that.

In Indian Standard Time this corresponds to an evening and night shift. Within that window,



the Project Manager is expected to shift start and end times as the portfolio requires, so that coverage lines up with the clients and teams that need it most at that point in the project lifecycle. This includes taking early or late calls during active deployment and cutover windows, and being available on go live days, which may fall outside standard business hours.

Projects outside North America come up infrequently, typically once every one to two months. These are delivered through regional resellers, who act as the project manager on their side, with support from our technical and deployment teams. For these, the Project Manager provides oversight and escalation support rather than daily execution, and occasional off hours calls may be required to align with the reseller's time zone.

This is not an expectation of permanent extended hours. It is an expectation of flexibility within a primarily Eastern Time working day.

5. Required Qualifications

- Bachelor's degree in engineering, business, information technology, or a related field.
- Five or more years of project management experience, with at least three years managing technology deployments involving both hardware and software.
- Demonstrated experience running multi site rollouts and managing external client project managers.
- Experience working with distributed internal teams, and comfort operating on Eastern Time as the primary working day.
- Strong written and verbal communication in American English, sufficient to run client facing calls and issue executive level status reporting.
- Proven ability to hold both internal teams and client teams accountable to dates without damaging the relationship.
- Working proficiency with project tracking and collaboration tools, and with spreadsheets for planning and reporting.

6. Preferred Qualifications

- Experience in restaurant technology, point of sale, kiosk, payments, or retail technology deployments.
- Familiarity with POS platforms and integrations such as Oracle Simphony, or comparable enterprise POS systems.
- Exposure to hardware logistics, staging, and field installation management.
- Experience overseeing delivery through channel partners or resellers.
- Experience with CRM systems, ideally Zoho, for order, quote, and project record keeping.
- PMP, PRINCE2, or Agile or Scrum certification.
- Prior experience owning billing milestones or supporting collections within a delivery role.

7. Core Competencies

- Ownership. Treats every committed date as a personal commitment.
- Follow through. Closes loops without being reminded.
- Structured communication. Writes clearly, summarizes accurately, and never leaves a stakeholder guessing.
- Composure under pressure. Stays effective during go live issues and escalations.
- Commercial awareness. Understands that delivery and revenue are connected.
- Judgment on priority. Knows which project needs attention today and why.

8. Performance Indicators The role will be measured on:

1. Percentage of projects that go live on or before the committed date.
2. Schedule variance across the portfolio.
3. Time from milestone completion to invoice raised.
4. Days sales outstanding on project linked receivables.
5. Number of client escalations reaching leadership.
6. Post go live issue volume during the hypercare period.
7. Completeness and currency of project documentation and status reporting.

📌 Deployment Project Manager (Mumbai)
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