Lead Client Services Project Manager, CX

Project Management, GSI 

We are seeking a proactive, delivery-focused Project Manager to drive successful implementation and delivery of client-facing projects that are aligned to our GSI practice and in line with scope, budget, and timelines.

In this role, you will lead complex projects from initiation to close, ensuring all activities align with the agreed Statement of Work (SOW) and deliver measurable value to our enterprise customers. You will serve as the main client contact and ensure internal and external teams—including Global System Integrator (GSI) partners—are aligned to project outcomes.

Additionally, this role plays a critical function in bridging delivery execution with GSI partner strategy, ensuring successful co-delivery models, strong partner governance, and alignment between Professional Services and GSI Sales.

Responsibilities & Deliverables:

• Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
• Build project plans based on customer requirements, partner inputs, and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms.
• Develop detailed project plans aligned with the SOW and inclusive of partner-led or co-delivered workstreams.
• Lead multiple projects concurrently, including those executed in collaboration with GSIs (prime or sub-contractor models).
• Track action items and enforce accountability across internal stakeholders and external partner teams.
• Identify and mitigate risks early, including risks related to partner delivery, scope ownership, and customer satisfaction.
• Report on Project Financials, including revenue forecasting, recognition, and partner-influenced revenue contribution.
• Maintain a real-time view of project health, including milestone tracking, risks, escalations, and executive summaries for GSI-involved engagements.
• Act as an escalation point for delivery challenges, including GSI partner execution issues, scope disputes, and customer risks.
• Establish and enforce delivery standards, governance models, and quality benchmarks across all GSI-supported implementations.
• Coordinate Professional Services resources supporting GSI engagements and ensure alignment with delivery methodologies.
• Lead post-project evaluations and retrospectives with customers and partners to capture lessons learned and improve delivery playbooks.
• Communicate clearly and regularly with all stakeholders, including customers, internal teams, and GSI partners.
• Drive strong cross-functional alignment between Professional Services, GSI Partner Sales, Customer Success, and partner organizations.
• Support seamless sales-to-delivery handoffs for GSI-influenced deals and ensure execution readiness.
• Foster a culture of collaboration, accountability, and delivery excellence across matrixed teams.

Qualifications & Education Requirements:

• Strong knowledge of client service and Professional Services delivery models
• Good management and leadership abilities
• Excellent communication and presentation skills
• Ability to grasp customer and partner requirements and ensure they are addressed through project execution
• Strong knowledge of Project Management practices and enterprise service delivery
• Ability to review project risk factors and suggest mitigation strategies, including partner-related risks
• In-depth project management and technical experience
• Strong stakeholder management skills across delivery, sales, and partner organizations
• Commercial awareness, including understanding of revenue, pipeline, and partner go-to-market dynamics
• Experience working in matrixed organizations and managing without direct authority
• Experience with GSI ecosystems (e.g., Accenture, Deloitte, Capgemini) and partner-led delivery models preferred
• Ability to identify when customer needs translate into additional Services opportunities                                                   

Personal Leadership Skills:   

• Collaborates with team members across internal and partner organizations to achieve results
• Manages effectively in complex, matrixed environments with multiple stakeholder groups
• Leads teams and processes to deliver on time, on budget, and on quality
• Drives accountability across teams without direct authority
• Actively engages others in work processes to expand and broaden professional domain knowledge
• Influences stakeholders, including partner organizations, to achieve aligned outcomes
• Effectively manages complexity and change across project and partner environments
• Builds strong relationships with customers, GSIs, and internal teams
• Develops and contributes to team growth and capability
• Regarded as a Subject Matter Expert in delivery execution and partner collaboration
• Able to align and work with executives across Professional Services, Sales, and partner organizations

Business Impact:

• Sound business and financial understanding
• Experience in partnering with clients and GSI partners to deliver measurable value
• Strong focus on customer satisfaction and delivery excellence
• Responsible for revenue delivery, forecasting, and value realization
• Contributes to GSI-driven pipeline acceleration and revenue influence
• Identifies Services business opportunities within projects and partner engagements
• Ensures high-quality execution across both direct and partner-led delivery models
• Drives partner satisfaction and strengthens long-term GSI relationships
• Holds full domain responsibility across project delivery and partner coordination
• Applies ongoing professional discretion and continuous improvement
• Proactively seeks opportunities to improve delivery processes, governance, and partner engagement models
• Delivers added value at every stage of project execution, including customer, partner, and internal stakeholders