Senior Manager, Projects & Service Delivery at Essintial Enterprise Solutions

Hampden Township, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Service Delivery, Account Management, P&L Management, Customer Communication, Financial Acumen, Leadership, Coaching, Problem Solving, Conflict Resolution, Organizational Skills, CRM Proficiency, Excel Proficiency, Reporting, Agile, Scrum

Industry

IT Services and IT Consulting

Description

Description Overview The Senior Manager, Projects & Service Delivery (Sr. SDM) provides end-to-end ownership of multiple customer accounts with a heavy focus on national retail rollouts (POS, back-of-house networking, cable infrastructure/management, and mounting). This leader ensures onsite services are delivered to scope, on time, and profitably—meeting SLAs, CSAT targets, and margin goals—while directing a team of Sr. PMO Tower Coordinators and orchestrating local field resources. The Sr. SDM is accountable for P&L, billing approval, work-scope/template integrity, and the accuracy of the delivery knowledgebase. They serve as the primary customer owner and a key liaison to internal Operations, Finance, and Field Services. Key Responsibilities Account & Service Ownership Act as overall owner and escalation point for assigned accounts; drive CSAT through proactive communication, cadence calls, QBRs, and executive updates. Ensure compliance with MSAs/SOWs, SLA attainment, margin targets, and contractual deliverables across multi-site/nationwide programs. Track and report KPIs; surface risks/opportunities with clear mitigation and recovery plans. People Leadership & Delegation Lead and coach Sr. PMO Tower Coordinators; delegate day-to-day tasks, set priorities, and enforce delivery standards, playbooks, and SLAs. Foster a culture of accountability, continuous improvement, and safety/quality across internal teams and field partners. Financial Management Full P&L responsibility for assigned accounts: forecast revenue, manage costs, protect margins, and drive profitable growth. Review and approve billing; ensure pricing, labor, materials, and change orders are accurate and timely. Partner with Finance on invoicing cadence, collections support, and revenue recognition. Implementation & Rollouts Participate in new account and project implementations (discovery, mobilization, cutover planning) and ensure a controlled handoff to steady-state operations. Build scalable rollout plans leveraging affordable local resources and standardized deployment kits/runbooks. Process, Scope, and Knowledgebase Ownership Maintain work scope and template accuracy (SOW templates, task lists, BOMs, acceptance criteria). Own/coordinate the knowledgebase for delivery (playbooks, checklists, site guides, KB articles) ensuring version control and accessibility. Champion process improvements to streamline dispatch, scheduling, change control, and issue escalation. Client Development & Strategy Identify revenue opportunities and partner with solutions/pre-sales on proposals and renewals. Contribute to strategic planning for capacity, tooling, and partner network expansion. Tools & Reporting Use CRM (e.g., Salesforce), project tools, and productivity suites (e.g., Excel) to monitor portfolios, analyze performance, and present findings to stakeholders including C-level executives. #EES25 Requirements Qualifications Experience & Education 7+ years in Project/Service Delivery, Field Services, or Account Management; 3+ years leading teams in multi-site technology rollouts (retail strongly preferred). Demonstrated P&L ownership and billing/invoicing approval experience. Bachelor’s in Business, IT/Project Management, or related field (or equivalent experience). PMP or comparable certification and familiarity with Agile/Scrum preferred. Skills & Competencies Exceptional customer communication and executive presence; skilled at running QBRs and escalations. Strong financial acumen (forecasting, margin management, change orders). Proven leadership, delegation, and coaching of coordinators/schedulers/project analysts. Advanced problem-solving and conflict resolution; calm under pressure. Highly organized; adept with CRM, Excel, and project reporting.

Responsibilities

The Senior Manager, Projects & Service Delivery is responsible for the end-to-end ownership of multiple customer accounts, focusing on national retail rollouts. They ensure services are delivered on time and profitably while managing a team and maintaining compliance with contractual obligations.