Position Summary
GXA is seeking a highly organized, execution-focused Senior Project Manager to lead the delivery of both client-facing and internal initiatives. The Senior Project Manager is responsible for planning, coordinating, executing, tracking, and closing projects while ensuring accountability, communication, and successful outcomes across all stakeholders.
This role serves as the operational hub for project execution, coordinating activities between clients, vCIOs, vITMs, engineering teams, service delivery, procurement, vendors, and leadership. The Senior Project Manager owns project visibility, drives accountability, removes roadblocks, manages risk, and ensures projects are completed on time, within scope, and aligned with business objectives.
Success in this position requires exceptional communication, strong organizational skills, the ability to manage competing priorities, and a relentless focus on execution and follow-through. The role supports all project types, including client onboarding, infrastructure upgrades, cloud migrations, cybersecurity initiatives, application deployments, process improvements, strategic business initiatives, and internal operational projects.
Primary Responsibilities
Project Planning & Execution
- Manage projects through all phases of the project lifecycle from initiation through closure.
- Develop and maintain project plans, timelines, schedules, milestones, budgets, and resource assignments.
- Coordinate project execution across multiple departments and stakeholders.
- Facilitate project kickoff meetings, status meetings, review sessions, and project closeout activities.
- Ensure project deliverables meet scope, quality, schedule, and budget expectations.
- Monitor project progress and proactively address delays, risks, and dependencies.
- Drive accountability among project participants to ensure commitments are fulfilled.
- Ensure projects maintain momentum and continue progressing toward completion.
- Manage multiple concurrent projects while balancing shifting priorities and deadlines.
Accountability & Follow-Through
- Own visibility and accountability for assigned projects.
- Maintain awareness of project status, dependencies, commitments, risks, and action items.
- Track decisions, deliverables, outstanding tasks, and stakeholder responsibilities.
- Ensure no critical project commitment, milestone, or action item goes unresolved.
- Follow up with internal and external stakeholders to drive progress.
- Escalate delays, blockers, and risks before they impact project outcomes.
- Foster a culture of ownership, accountability, and execution.
Client & Stakeholder Management
- Serve as the primary point of coordination for assigned projects.
- Build and maintain strong relationships with clients, partners, vendors, and internal stakeholders.
- Communicate project status, risks, decisions, and upcoming milestones clearly and consistently.
- Manage stakeholder expectations throughout the project lifecycle.
- Facilitate discussions between business and technical teams.
- Coordinate executive-level communications and project reporting.
- Ensure a positive customer experience throughout project delivery.
- Conduct project reviews and stakeholder meetings as needed.
Risk, Issue & Escalation Management
- Identify project risks and develop mitigation strategies.
- Maintain project risk, issue, and decision logs.
- Lead resolution efforts for project-related issues.
- Serve as the primary escalation point for client blockers, vendor delays, approval dependencies, communication breakdowns, resource conflicts, and scope concerns.
- Coordinate cross-functional problem resolution activities.
- Escalate issues to leadership when appropriate.
- Monitor project health and implement corrective actions when necessary.
Resource & Cross-Functional Coordination
- Coordinate activities between vCIOs, vITMs, Project Engineers, Service Delivery Managers, Service Desk personnel, Centralized Services, Procurement, Security Teams, vendors, and third-party providers.
- Balance competing priorities across multiple projects and resources.
- Ensure resources are appropriately scheduled and utilized.
- Coordinate project dependencies across departments.
- Facilitate collaboration between technical and non-technical teams.
- Ensure all required materials, information, approvals, and resources are available to support project success.
Financial & Scope Management
- Track project budgets, labor consumption, and estimated versus actual effort.
- Monitor project profitability and resource utilization.
- Identify scope changes and coordinate approval of change requests when appropriate.
- Maintain accurate project forecasts and status reporting.
- Assist leadership with portfolio visibility and reporting.
- Ensure project financial data is accurate and current.
- Support project billing readiness and financial review processes.
Onboarding, Handoff & Project Closure
- Coordinate project kickoff activities and stakeholder alignment.
- Ensure onboarding and implementation projects are successfully transitioned into operational support.
- Verify project documentation is complete prior to handoff.
- Coordinate client acceptance and project signoff activities.
- Facilitate lessons learned sessions and post-project reviews.
- Conduct customer satisfaction reviews following project completion.
- Ensure all project closure requirements have been completed.
- Confirm support teams receive all required knowledge transfer, documentation, and project information.
Vendor & Procurement Coordination
- Coordinate hardware, software, licensing, and procurement requirements.
- Track vendor deliverables and commitments.
- Schedule and coordinate activities with third-party vendors.
- Manage vendor-related project risks and delays.
- Ensure materials and services are obtained in alignment with project schedules.
- Assist with managing vendor accountability and performance.
Documentation & Governance
- Maintain project plans, meeting notes, action registers, decision logs, risk registers, status reports, and closure documentation.
- Ensure project records remain accurate and auditable.
- Adhere to GXA project governance standards and methodologies.
- Support project portfolio reporting, metrics, and operational reviews.
- Ensure project artifacts are properly stored and maintained.
- Maintain accurate records within PSA and project management systems.
Continuous Improvement
- Identify recurring project delivery challenges and process inefficiencies.
- Recommend improvements to project workflows, standards, templates, and procedures.
- Participate in development of SOPs, work instructions, and project management best practices.
- Contribute to operational maturity and service delivery excellence.
- Support strategic initiatives that improve GXA's project delivery capabilities.
- Share lessons learned and best practices across teams.
Requirements
Qualifications
Required
- Experience working within a Managed Services Provider (MSP) environment.
- 5+ years of experience in project management, service delivery, operations, professional services, or related roles.
- PMP, CAPM, Agile, Scrum, ITIL, or similar certifications.
- Demonstrated success managing multiple concurrent projects.
- Strong organizational and time management skills.
- Excellent verbal and written communication abilities.
- Ability to manage competing priorities and deadlines.
- Strong problem-solving and critical-thinking skills.
- Comfortable working with executive stakeholders, technical teams, vendors, and clients.
- Experience using project management, PSA, ticketing, and collaboration tools.
- Proficiency with Microsoft 365 applications including Teams, Outlook, Excel, Word, and SharePoint.
Preferred
- Experience managing IT infrastructure, cloud, cybersecurity, networking, business applications, or digital transformation projects.
- Experience with ConnectWise, Autotask, HaloPSA, IT Glue, or similar platforms.
- Experience managing both internal business initiatives and client-facing projects.
Core Competencies
• Accountability
• Problem Solving
• Leadership
• Conflict Resolution
• Communication
• Financial Awareness
• Client Relationship Management
• Process Improvement
• Project Planning & Organization
• Strategic Thinking
• Time Management
• Cross-Functional Collaboration
• Risk Management
• Change Management
• Decision Making
• Customer Service Excellence
Key Performance Indicators (KPIs)
- On-time project completion
- Customer satisfaction (CSAT)
- Documentation quality and completeness
- Change order capture and management
- Successful project-to-support handoffs
- Risk mitigation effectiveness
- Milestone completion performance
What Success Looks Like
A successful Senior Project Manager at GXA is the driving force behind project execution. They maintain complete visibility into project health, proactively manage risks, remove obstacles, communicate effectively, and ensure accountability across all stakeholders. Projects remain organized, stakeholders stay informed, teams remain aligned, and commitments are consistently delivered. Their leadership enables predictable project outcomes, exceptional customer experiences, strong operational discipline, and successful execution of both client-facing and internal strategic initiatives.