Project Manager : - Key Responsibilities : Client Relationship & Service Delivery Management

- Serve as a primary point of contact for assigned client accounts, building trusted, long-term relationships
- Manage and monitor contracted service delivery to ensure all commitments are met
- Achieve and maintain a 95% client retention rate by proactively addressing client needs and concerns

Project & Task Management

- Oversee end-to-end project delivery, ensuring 100% on-time delivery against agreed deadlines

- Track and manage all work against the client's Statement of Work (SOW)

- Professionally manage scope creep by guiding clients through the formal change request process :

- Ensure all assigned Client Success Initiatives are fully implemented with success criteria met and signed off by stakeholders

- Review and update the Weekly Project Summary Report , tracking monthly hours utilized by task and team

Financial & Budget Management

- Manage monthly budget submissions and forecasting through the Clarity portal , including cost plan creation, reconciliation of forecasted vs. actual units, and submission for approval
- Review and approve team timesheets weekly, handling discrepancies promptly
- Monitor contracted growth metrics monthly and coordinate overage invoicing as needed
- Review monthly EBITA and financial files, updating the Monthly Ops Tracker before the 20th of each month

SLA & Compliance Management

- Achieve 95% or higher monthly SLA/OLA adherence across all assigned accounts
- Prepare, maintain, and update monthly SLA documentation and trackers
- Monitor SLA breaches,



obtain remediation plans from responsible teams, and document findings
- Monitor major incidents for assigned clients, coordinating with GMS resources for testing and validation as needed

Contract & Account Management

- Maintain centralized, up-to-date contract documentation for all assigned accounts
- Track contract end dates and proactively coordinate extensions with AVPs and AOEs before expiration
- Support AVPs in proposing additional services to clients during contract negotiations
- Develop and maintain RACI matrices and escalation matrices in accordance with contract requirements, reviewing and updating them regularly

Business Development & Growth

- Actively identify 1-2 upsell and cross-sell opportunities per cycle by listening for client challenges during service delivery interactions and escalating leads to the appropriate sales or account management channels
- Contribute toward a 15% increase in referenceable accounts by delivering exceptional client experiences

Innovation & Continuous Improvement

- Deliver 1-2 AI projects with measurable, quantifiable impact (e.g., minimum 10% reduction in time spent on specific tasks)




- Identify and implement process improvements derived from customer feedback each quarter
- Pursue and complete project management certification and relevant training to enhance professional skills - Required Qualifications
- Proven experience in project management, service delivery, or a client-facing operations role
- Strong understanding of contract management, SLA/OLA frameworks, and financial tracking
- Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization
- Excellent communication and interpersonal skills with the ability to build trust at all stakeholder levels
- Proficiency in project management tools and reporting platforms
- Experience with timesheet management and budget forecasting processes

Preferred Qualifications

- Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification

Key Competencies

- Business Acumen - Understands the financial drivers of the business and makes decisions that support revenue, cost efficiency, and EBITA goals
- Customer Focus - Consistently places the client experience at the center of all decisions and actions
- Managing & Measuring Work - Sets clear goals, tracks progress rigorously, and holds self and others accountable to outcomes
- Process Management - Identifies inefficiencies and implements structured improvements
- Strategic Agility - Anticipates future opportunities and adapts approach to meet evolving client and business needs
- Innovation Management - Embraces recent technologies and approaches to drive continuous improvement

📌 Project Manager (Pune)
🏢 Harris Computer Systems
📍 Pune