Program Manager

Who we are: SmartChoice acts as your single point of contact for enterprise technology, simplifying vendor management and specializing in intelecom, internet, security, and infrastructure solutions—all delivered through our "signature service model." We unify communication infrastructure across complex enterprise ecosystems while providing white-glove service and 24/7/365 U.S.-based support since 1998. Why join us: At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white-glove service and customer success. We don’t just provide services—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced telecom, internet, security, and infrastructure solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world. Our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity , collaboration , and celebrating successes —big and small. As part of our team, you'll be joining a company that values innovation , teamwork , community engagement ,and professional growth . Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey. Job Overview: The Director of Project Delivery is responsible for leading SmartChoice Communications’ project delivery and technical implementation teams. This role based in the St. Petersburg, FL office and oversees Project Managers and Project Engineers to ensure seamless execution of enterprise customer onboarding, installations, upgrades, relocations, and managed service deployments. This position owns the operational integrity of the full implementation lifecycle — from post-contract handoff through go-live and transition to ongoing support — ensuring projects are delivered on time, within scope, within budget, and aligned with customer expectations and SmartChoice profitability objectives. Supervisory Responsibilities: Directly manages Project Managers, Enterprise Account Managers, Project Engineers and Field Engineers, Field Operations Manager. Provides coordination with Dispatch, Client Success, Billing, Technical Support, and Internal Dev. Responsible for hiring, onboarding, coaching, performance management, and development of team members. Establishes KPIs and performance metrics aligned with customer satisfaction, revenue growth, and operational efficiency. Key Responsibilities: Implementation & Project Oversight Oversee all customer-related projects including new client onboardings, UCaaS/VoIP installations, office relocations, enterprise upgrades, SIP trunk deployments, and managed service implementations. Ensure detailed project plans are created, maintained, and communicated. Develop and enforce SLA update standards. Monitor timelines, milestones, deliverables, and risk mitigation plans. Ensure proper documentation including installation plans, site surveys, as-built documentation, and support handoff documentation. Oversee permit applications when required. Ensure smooth transition from implementation to long-term support. Technical Delivery Excellence Ensure proper staging, configuration, validation, and testing of voice, data, security, AV, and managed service equipment. Maintain standards for system configuration, call flows, provisioning, and diagnostics. Oversee staging accuracy verification and Go-Live support, including after-hours cutovers. Maintain technical standards across UCaaS, VoIP, security systems, and cloud integrations. Ensure compliance with change management, incident management, and BC/DR protocols. Enterprise Customer Experience Alignment #J-18808-Ljbffr Smart Choice Communications