Project Manager II - IT Managed Services & Vendor Performance

Key Responsibilities

• Identify, document, and maintain measurable Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop and maintain Standard Operating Procedures (SOPs) for performance monitoring, reporting, escalation, and compliance tracking.
• Prepare recurring and ad hoc reports summarizing vendor performance, SLA compliance, and project status.
• Maintain organized contract files including amendments, reports, and vendor correspondence.
• Monitor vendor performance against contractual SLAs, KPIs, and service requirements.
• Analyze performance data to identify trends, risks, gaps, and improvement opportunities.
• Track service availability, reliability, and quality metrics.
• Support corrective action planning and issue resolution activities.
• Ensure vendor adherence to contractual obligations and regulatory requirements.
• Review vendor deliverables for accuracy, completeness, and compliance.
• Support audit preparation, documentation, and response coordination.
• Track and document non-compliance events and remediation activities.
• Identify and assess operational, contractual, and technical risks.
• Maintain risk registers, issue logs, and mitigation tracking documentation.
• Escalate risks and support contingency planning activities.
• Career Development
• Coordinate with internal teams, vendors, and operational stakeholders to ensure alignment and timely service delivery.
• Facilitate meetings, working sessions, and communication between stakeholders and service providers.
• Support cross-functional collaboration for wireless service delivery and capital projects.
• Track capital improvement projects including scope, milestones, schedules, deliverables, and resource requirements.
• Prepare project status reports highlighting risks, dependencies, and progress updates.

Required Qualifications

• Minimum 4 years of project management experience.
• Experience supporting or managing IT managed services engagements.
• Strong understanding of IT Service Management (ITSM) principles and ITIL frameworks.
• Experience tracking project schedules, scope, deliverables, QA/QC activities, and vendor performance.
• PMP Certification or equivalent project management certification required.
• Familiarity with regulatory and compliance standards such as HIPAA, PCI-DSS, or similar.

Preferred Qualifications

• ITIL Certification.
• Experience with ISO 27001 or SOC 2 Type II aligned environments.
• Experience supporting enterprise-scale IT outsourcing or managed services transitions.
• Background in IT operations, telecommunications, infrastructure, or wireless services.
• Strong change management and stakeholder engagement experience.