Senior Manager of Project Management

Sr. Manager of Project Management (Deacom)

The Senior Manager, Project Management (Professional Services) at ECI leads a high-performing team of Project Managers and is accountable for the predictable, high-quality delivery of customer implementations, upgrades, and services. This role encompasses delivery governance, financial performance, utilization & forecasting, organizational change management, escalation resolution, and continuous improvements in our service delivery model.

The Senior Manager of Project Management is a key partner to Sales, Account Management, Product, and the broader Customer Experience (CX) organization, helping scale ECI’s delivery capabilities while accelerating Time to Value and materially improving Customer Satisfaction.

Key Responsibilities:

Team Leadership & Organizational Development

• Lead, mentor, coach, and develop a team of 8 rockstar Project Managers based in the United States, setting clear performance goals and codifying career paths.
• Drive a culture of accountability, excellence, continuous improvement, cross-team collaboration, and customer focus.
• Identify skills gaps, create training plans, lead knowledge-sharing forums, and promote consistent delivery practices across the team.
• Lead capacity planning and resource allocation across projects, balancing project load, utilization, and benching strategies.

Delivery Oversight & Governance

• Ensure ECI engagements are delivered on time, within scope, and within budget, with high quality and client satisfaction.
• Implement and enforce delivery frameworks, milestone checkpoints, gate reviews, risk & issue tracking, and escalation paths.
• Consolidate status reporting and health dashboards, enabling leadership visibility into portfolio status, risks, and forecasts.
• Lead escalation response - when delivery issues arise, act as the escalation point with clients and internal leadership, driving root-cause resolution.
• Supervise change requests and scope management discipline; evaluate, negotiate, document, and drive approvals.
• Infuse organizational change management into project plans, to include stakeholder impact assessments, adoption planning, communication plans, training, and transition to support standards.

Financial & Commercial Accountability

• Own the P&L for the Project Management organization - set targets, monitor costs, and control margin leakage.
• Drive weekly and monthly revenue forecasting (billable services bookings, hours, recognized revenue), and ensure alignment with leadership.
• Monitor and enforce team-level billable utilization and non-billable thresholds; initiate corrective actions for underperformance.
• Oversee project-level profitability metrics (actuals vs estimates), margin variance, and conduct postmortem financial reviews.
• Partner with presales and sales teams to support scoping, cost modeling, risk buffers, statements of work, and resource planning aligned with sales pipeline and commit.
• Identify and act on opportunities to upsell, scope expansion, or re-sell services within accounts (in coordination with Account Management).

Stakeholder & Cross-Functional Alignment

• Act as internal and external escalation liaison—maintain relationships with customers, executives, and cross-functional leaders in Sales, CX, Product, Finance, and Product/ Engineering.
• Participate in strategic initiatives (e.g., process improvement, delivery tooling, automation, standardization), being a change agent for scale in delivery.
• Collaborate in department-level planning (annual, quarterly) to align services capacity, investments, headcount, and tools.
• Drive continuous improvement - gather lessons learned, define best practices and templates, own delivery methodology evolution (e.g. hybrid/SCRUM, Agile / waterfall).
• Engage in pre-release activities, product rollout, and integration projects (as needed), ensuring sound delivery integration and alignment.

Preferred Qualifications & Skills:

Experience & Education

• Bachelor’s degree in Business, Engineering, Computer Science or related field (MBA a plus).
• 10+ years of Professional Services and software implementation/consulting experience in a B2B SaaS environment, with at least 3–5 years in a leadership role overseeing project leads or delivery teams.
• Demonstrated track record in managing P&L, forecasting, utilization, and margin-based services models.
• PMP Certification a plus

Technical Skills

• Proficiency in project delivery methodologies (e.g. Agile, Waterfall, hybrid) and delivery governance.
• Change management expertise: stakeholder alignment, adoption plans, readiness assessments, training rollout, resistance management.
• Strong analytical skills - comfortable with financial variance analysis, utilization reporting, forecasting models, and deriving root-cause corrective measures.
• Excellent risk/issue identification, mitigation, and escalation capabilities.
• Experience with project management tools, dashboards, resource management systems, and governance tooling.
• Experience with Asana and Certinia PSA a plus

Leadership Skills

• Demonstrated ability to lead, motivate, and develop mid-level leaders and individual contributors.
• Strong communication skills (written and verbal); able to present to executive leadership and to interact credibly with customers.
• Strategic mindset; able to contribute positively to process improvements and organizational scaling.
• Calm under pressure, resilient in ambiguity, able to make tradeoffs between delivery rigor, margin, and customer satisfaction.
• Customer-first mindset; works collaboratively across functions to ensure alignment.