Managed Services Project Manager

We are looking for a highly organized, client-focused Support (Managed Services) Project Manager to join a growing Managed Services team working with ambitious brands across North America. In this client-facing role, you will onboard, manage, and track customers' Managed Services support plans for Microsoft solutions, overseeing the full lifecycle of support services for live customers and ensuring alignment between the ticketing system and direct support services. You will work with an experienced team of consultants and customer teams, collaborating closely with the Director of Managed Services and the Support Services Manager, with the potential for a long-term relationship with a growing company.
What You'll Be Doing
Manage resource utilization, project scope, time, budget, and quality across customer Managed Services support plans
Onboard new clients and familiarize them with the company's support services, system platforms, and methodology
Baseline each customer's needs and assign the appropriate team members
Oversee the end-to-end support ticket lifecycle, from open to close, ensuring timely resolution of cases across a distributed team. This role typically not resolving cases individually, but is managing the assignment of cases.
Serve as an “AI Boss,” reviewing and managing the output of several departmental AI agents before information is shared with customers
Communicate with clients on requirements, expectations, and additional needs within the scope of their selected support contract
Collaborate with customers to define application update schedules based on the Microsoft update cadence and customer preferences
Plan, prepare, and manage up to 10 concurrent application update projects, typically involving 2–3 consultants each over a period of 3–6 weeks
Lead weekly status meetings via video call with customers and consultants, providing updates on open cases and driving them to resolution within defined timeframes
Prepare and present periodic Managed Services activity reports to customers, as well as weekly or monthly status reports for the Support Department
Report regularly to the Director of Managed Services on progress and budget consumption for support plans and application updates
Manage the escalation process for issues not resolved within target timeframes, and act as second-level escalation point for critical requests not picked up by primary support contacts (this role manages case assignment and escalation rather than resolving cases directly)
Identify additional project opportunities with Managed Services customers and communicate them to the Managed Services Lead
Occasionally support after-hours or weekend activity, typically known in advance, such as confirming with consultants that application updates were successfully applied to production environments
Qualifications
+4 years of project management experience in a client-facing role, ideally within consulting or working alongside teams of consultants
Strong ability to assess client needs and to implement, track, and manage support projects and related customer contracts
Ability to prioritize tickets based on client needs, manage ticket status and unforeseen issues, and identify when escalation is needed
Excellent written and verbal communication skills in English, with the ability to manage client expectations and present project plans and status reports to customers
Basic understanding of application environments (development, test, production, etc.) and their functions
Experience with a support ticketing application such as JIRA or Microsoft Customer Service is preferred
4+ years of Microsoft Dynamics 365 experience is a plus, including familiarity with Microsoft application update processes (D365 CE, D365 F&O, Power Platform, M365) and D365 environments (cloud-hosted vs. Microsoft-managed, Lifecycle Services).
Experience managing AI agents and using AI tools such as Microsoft Copilot, Cowork, or Copilot Studio is a plus
Technical skills to apply updates are not required; candidates are expected to reach a mid-level understanding of Microsoft application update processes within 45 days of hire, sufficient to explain the high-level steps to customers, and to train on this upon hire if needed
Benefits
100% remote collaboration
Monday to Friday, 8 am to 5 pm (PST)
Friendly and professional team
Opportunities for growth and development
Required:
Computer/Laptop with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
Reliable Internet speed of at least 100MBPS
Headset with an extended mic that has noise cancellation and a webcam
Battery back up for computer
Quiet, dedicated workspace at home
Availability for video-enabled calls on Microsoft Teams

Work arrangement
Yes