• Lead the planning, execution, and closure of IT and infrastructure projects, ensuring they align with business objectives and industry best practices. • Define project scope, goals, and deliverables in collaboration with stakeholders and senior management. • Develop comprehensive project plans, including timelines, resource allocation, and budget management. • Proactively identify and manage project risks and issues, implementing mitigation strategies as needed. • Coordinate with various IT teams to ensure project deliverables are met. • Facilitate communication and collaboration between project teams, stakeholders, and vendors. • Monitor project progress, track key performance indicators (KPIs), and provide regular status reports to management and stakeholders. • Ensure project documentation is maintained, including requirements, design specifications, and post-implementation reviews. • Ensure project activities comply with organizational IT policies, HIPAA, and other relevant industry regulations. • Collaborate effectively with other IT teams and departments. • Interface with technology vendors for support, procurement, and strategic planning related to infrastructure solutions within project contexts.

• Plan, execute, and deliver speech-enabled IVR and technical projects, releases end to end • Ensure delivery of commitments on time, within scope, and in accordance with agreed objectives • Identify client needs and expectations and ensure alignment throughout the project lifecycle • Set delivery priorities based on project objectives and business targets • Manage project scope, schedule, resources, and dependencies • Identify project risks and issues and define mitigation and contingency plans • Support up-sell activities and change request processes within existing engagements • Lead, coordinate, and develop cross-functional project teams to ensure successful delivery • Manage and align internal teams, vendors, and subcontractors • Prepare and present project status reports to internal and external stakeholders • Conduct regular stakeholder meetings to review progress, risks, and goals • Ensure project success across customer satisfaction, quality, delivery, and team performance

• Lead end‑to‑end delivery of multiple concurrent IT projects (infrastructure, cloud, security, and application initiatives) for MSP clients, from initiation through deployment and handoff. • Develop and maintain comprehensive project plans including scope, timeline, resource allocation, dependencies, and budgets. • Facilitate requirements gathering with clients and internal stakeholders; document technical and business requirements and translate them into clear deliverables and work packages. • Coordinate cross‑functional technical teams (engineers, service desk, networking, cloud, security, and vendors) to ensure timely, high‑quality project execution. • Monitor project progress, manage risks and issues, and proactively adjust plans, schedules, and resources to keep projects on track. • Maintain regular communication with clients, including status updates, expectations management, and scheduling of onsite/remote work. • Own project documentation such as statements of work, change orders, project schedules, status reports, acceptance criteria, and handover documentation to support teams. • Ensure all projects follow standardized MSP project management methodologies, internal processes, and documentation standards. • Manage scope to avoid scope creep, handling change management and approvals when requirements evolve. • Track and report key project metrics (milestones, budget, profitability, risks, and customer satisfaction) to leadership and stakeholders. • Collaborate with account management and sales to provide project estimates, identify follow‑on opportunities, and support client roadmapping. • Lead post‑project reviews and lessons learned to improve future MSP delivery practices.

• Responsibility for the team's backlog • Analyze, structure and prioritize requirements in collaboration with Customer Delivery Managers • Translate business/functional requirements into clear technical user stories and acceptance criteria • Ensure on-time delivery, high quality and transparency throughout the delivery process • Continuously maintain and evolve implementation standards • Continuously develop the team and processes, with a focus on skillset, efficiency and scalability • Establish clear KPIs and provide transparency on progress and capacity/utilization