Role Purpose
As a Project Manager within the Professional Services Team at Connect Managed (UK) Limited, the role holder will be responsible for leading the successful delivery of customer projects across CCaaS, UCaaS, CX transformation, cloud, automation, AI and managed network services. The role requires a commercially aware, highly organised and customer-focused project professional who can bring structure, clarity and momentum to complex delivery environments, ideally using Kanban or other Agile delivery techniques alongside strong project governance.
The successful candidate will be expected to act as the primary delivery interface between customers, internal technical teams, sales, account management, suppliers and the PMO, ensuring projects are delivered in line with agreed scope, timelines, budget, quality standards and customer expectations.
Key Interfaces
- PMO
- Sales and Account Management
- Solution Architects
- Consultants and Engineers
- Customers at all levels
- Third-party suppliers and technology partners
- Finance and Operations Teams
Main Duties and Key Responsibilities
- Own and manage multiple Professional Services projects from initiation through discovery, planning, delivery, testing, transition, closure and benefits review.
- Use suitable project delivery methods, including Kanban where appropriate, to manage flow, prioritisation, blockers, dependencies and team capacity.
- Create and maintain project plans, Kanban boards, RAID logs, action trackers, status reports, project forecasts, governance packs and closure documentation.
- Chair internal and customer-facing project meetings, steering groups, delivery boards and governance forums, ensuring actions and decisions are clearly captured and followed through.
- Act as the primary point of contact for customers during delivery, building trust, managing expectations and providing clear, timely and confident communication.
- Coordinate cross-functional teams including consultants, engineers, architects, service delivery, account management, finance, operations and third-party suppliers.
- Manage project scope, risks, issues, assumptions, dependencies and change control, escalating constructively where required.
- Monitor project budgets, professional services effort, forecasting, invoicing triggers and revenue recognition, supporting strong commercial control.
- Support pre-sales, bids, tenders and Statements of Work by contributing realistic delivery assumptions, estimates, project plans and risk considerations.
- Lead customer workshops, project kick-offs, progress reviews and lessons learned sessions in a professional and structured manner.
- Ensure handover into support or managed services is planned, documented and completed effectively.
- Promote continuous improvement by sharing lessons learned, improving project templates and helping mature Professional Services delivery practices.
- Ensure compliance with Connect information security, quality, governance and customer confidentiality requirements.
Required Skills and Behaviours
- Excellent communication skills, with the ability to tailor messages for technical teams, senior stakeholders and customers.
- High emotional intelligence, with the confidence to manage challenging conversations constructively and professionally.
- Strong facilitation skills, able to keep meetings focused, inclusive and outcome-driven.
- Calm under pressure, with the ability to bring order to ambiguity and maintain momentum when priorities change.
- Proactive ownership mindset, taking accountability for actions, decisions, follow-up and delivery outcomes.
- Strong relationship-building skills, with the ability to establish trust quickly across internal teams, customers and suppliers.
- Collaborative leadership style, able to influence without relying on direct authority.
- Clear attention to detail balanced with the ability to see the wider commercial and customer context.
- Pragmatic problem-solving approach, focused on removing blockers and enabling successful delivery.
- Positive, resilient and continuous-improvement focused, with a willingness to learn and adapt.
Technologies and Solutions
- Genesys Cloud
- Genesys Engage
- Five9
- AI
- Microsoft Teams
- Cisco
- AWS
- Azure
- Data Circuits
- SIP Services
- Number Porting
- Managed Network Services
- SD-WAN
Key Competencies
- Customer Focus
- Stakeholder Management
- Relationship Building
- Commercial Awareness
- Structured Delivery and Governance
- Kanban / Agile Working Practices
- Risk and Issue Management
- Communication and Facilitation
- Leadership and Influence
- Decision Making
- Problem Solving
- Financial Management
- Continuous Improvement
Qualifications and Experience
- Proven experience managing customer-facing technology projects, ideally within Professional Services, managed services, telecoms, contact centre, CX, UCaaS, CCaaS, cloud or network environments.
- Solid project management capability, including planning, governance, reporting, risk management, budgeting and stakeholder communication.
- Practical experience using Kanban, Agile or hybrid delivery approaches to manage work in progress, priorities, dependencies and delivery flow.
- Experience managing multiple projects concurrently, balancing customer expectations, internal capacity, commercial pressures and delivery quality.
- Strong customer-facing skills with demonstrable experience managing senior stakeholders, escalations and project communications.
- Experience working with technical teams and translating complex delivery topics into clear customer-facing updates.
- Good commercial awareness, including understanding of professional services effort, project margins, invoicing milestones and change control.
- PRINCE2, PMP, AgilePM, Scrum, Kanban or equivalent project management certification is desirable but not essential where equivalent experience can be demonstrated.
- Experience supporting bids, tenders, pre-sales activity or Statements of Work would be advantageous.
- Experience with tools such as Microsoft Project, DevOps, Jira, Planner, ServiceNow, Salesforce, Teams or similar would be beneficial.
Ideal Candidate Profile
The ideal candidate will be a confident, delivery-focused Project Manager who combines solid project management discipline with excellent people skills. They will be comfortable working in a fast-moving Professional Services environment, able to manage competing priorities, challenge constructively, communicate clearly and keep customers and internal teams aligned. They do not need to be deeply technical, but they must be credible with technical teams, curious enough to understand delivery detail and capable of translating complexity into clear actions, decisions and outcomes.