Job Description

PURPOSE OF JOB

The Project Manager is responsible for the effective planning, execution, and delivery of client projects in alignment with contractual obligations and organisational objectives. This role requires strong client-facing capabilities, with a focus on

contract management, SLA tracking, and cross-functional communication

to ensure seamless coordination between sales, operations, and clients.

KEY RESPONSIBILITIES

Lead and manage the full lifecycle of client projects, from initiation through to completion and closure. Monitor and track

Service Level Agreements (SLAs)

, ensuring compliance and timely escalation of risks or deviations. Maintain effective communication between

sales, operational teams, and clients

, ensuring alignment on project objectives, deliverables, and timelines. Develop and maintain project documentation, including project plans, status reports, and risk registers. Ensure contractual terms and obligations are adhered to, with appropriate governance and reporting in place. Identify, mitigate, and manage risks to safeguard project delivery and client satisfaction. Drive continuous improvement initiatives, enhancing project delivery standards and client outcomes.

QUALIFICATIONS, EXPERIENCE and KNOWLEDGE:

The requirements listed below are representative of the knowledge, skill, and/or ability required.

A

postgraduate diploma or degree in Project Management

(essential). Minimum of

5 years' experience

in project management, preferably within a client-facing environment. Proven experience in

contract management

and

SLA performance tracking

. Strong understanding of project management methodologies and tools. Demonstrated ability to manage multiple projects simultaneously.

Skills and Competencies

Excellent verbal and written communication skills, with the ability to engage confidently with senior stakeholders. Strong negotiation and problem-solving skills. Ability to build and maintain productive client and internal relationships. High level of organizational and time management skills. Analytical mindset with attention to detail.

Key Performance Indicators (KPIs)

Project Delivery:

Percentage of projects delivered on time, within scope, and within budget.

SLA Compliance:

Achievement of SLA targets and service commitments.

Client Satisfaction:

Client feedback scores and repeat business from managed accounts.

Risk Management:

Number of risks/issues proactively identified, mitigated, and resolved.

Communication Effectiveness:

Quality and timeliness of reports, updates, and stakeholder engagement.

Contractual Compliance:

Adherence to all contractual requirements, with zero escalated breaches.

Team Collaboration:

Effectiveness in coordinating between sales, operations, and client teams.

Continuous Improvement:

Implementation of process enhancements leading to measurable efficiency gains.

What We Offer:

The opportunity to work within a professional, collaborative environment. Exposure to high-value projects and leading clients. * Opportunities for professional growth and career development.