Sr. Project Manager

ServiceFirstis a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client's businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We are seeking an experienced Senior Project Manager with a strong background in IT project management and new customer implementation. The ideal candidate will be responsible for leading complex, cross-functional projects from initiation through execution, with a focus on delivering seamless customer onboarding experiences and successful technology-driven outcomes. You will coordinate internal teams and external stakeholders, manage project risks, and ensure that all project goals are achieved on time, within scope, and within budget.

What you will be doing:

• Lead end-to-end project management of IT initiatives, including new customer implementation, system integration, and technology rollouts
• Define project scopes, goals, deliverables, and success criteria in collaboration with stakeholders and clients
• Develop and maintain detailed project plans, including resource allocation, schedules, milestones, budgets, and risk management strategies
• Coordinate cross-functional internal teams (e.g., IT, operations, product, support) and external vendors to ensure flawless project execution
• Serve as the primary point of contact for clients throughout implementation projects, ensuring clear communication, issue resolution, and client satisfaction
• Track and monitor project performance using project management tools, identifying deviations and implementing corrective actions as needed
• Regularly report project progress to senior leadership and escalate risks in a timely manner
• Implement and promote project management best practices, standards, and methodologies across teams
• Ensure project documentation, contracts, and client communication are accurately maintained
• Support quality management processes and participate in internal audits, as needed
• Other duties may be assigned by management in support of quality and operational objectives
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management, processes, operational objectives, etc.

Qualifications:

• 6+ years of professional experience in IT Project Management, with at least 2 years focused on new customer implementation or onboarding projects
• Proven experience managing complex projects in technology, software, IT infrastructure, or contact center environments
• Bachelor's degree in Business Administration, Information Technology, or a related field
• PMP Certification required; Six Sigma – LEAN is a plus
• Advanced project management software proficiency (e.g., Microsoft Project, Jira, Asana, Trello)
• Strong leadership, stakeholder management, and negotiation skills
• Excellent communication skills — both written and verbal — with the ability to convey technical concepts to non-technical stakeholders
• Strong organizational skills including attention to detail and multitasking skills

Service First is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Job Type: Full-time

Work Location: In person