IT / Infrastructure Project Manager

The IT / Infrastructure Project Manager is responsible for overseeing and ensuring the effective delivery of large-scale maintenance projects and infrastructure support operations. This role involves managing day-to-day service delivery, coordinating with customers and vendors, ensuring compliance with SLAs and KPIs, and driving continuous improvement initiatives. The position also requires team leadership, resource planning, and active participation in both project execution and business development activities. Key Responsibilities: Ensure the support team conducts regular health checks, handles customer queries, investigates reported incidents, applies fixes, and tracks issues through to closure. Provide guidance and training to junior team members in collaboration with the Program Manager. Act as the primary contact for all support-related queries and issues. Review transition plans, enhancement milestones, and deliverables with support teams and customers. Monitor service quality to ensure all deliverables meet defined SLAs and KPIs. Identify and escalate out-of-scope service variations and critical issues to the Program Director / SDD. Approve service request/enhancement efforts, schedules, and risk management plans. Forecast and plan resource requirements, ensuring optimal allocation for ongoing and upcoming projects. Monitor, review, and report on overall project health status. Liaise with third-party vendors, customer technical teams, and interfacing application teams to ensure smooth BAU (Business As Usual) operations. Provide customers with timely service delivery reports (weekly/monthly) in accordance with agreed timelines. Proactively identify opportunities to expand or improve services. Collaborate with Account Managers during pre-sales and solution design phases. Assign tasks with clear goals and expectations. Track and monitor individual and team deliverables. Provide leadership, coaching, performance feedback, and career development support to team members. Monitor and improve team performance through effective management and motivation strategies. Qualifications & Experience: Minimum 6 years in IT operations management, preferably in EUCD management and support, with experience managing a user base of 1,500+ users. Strong understanding of process improvement methodologies and tools. Solid knowledge of the Software Development Lifecycle (SDLC). Proven experience in resource forecasting, planning, and project health monitoring. Excellent presentation, communication, negotiation, and interpersonal skills, with strong persuasive abilities. Demonstrated ability to lead and maintain respectful, trust-based relationships with stakeholders at all levels. Self-motivated, with a proactive and solutions-oriented mindset. Familiarity with ITIL practices and continuous service improvement initiatives. To apply, simply click the

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recruit@percept-solutions.com EA Licence No.:18S9405 / EA Reg. No.:R1330864 Percept Solutions is expanding and actively seeking talented individuals. We encourage applicants to follow Percept Solutions on LinkedIn at

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