Senior IT Project Manager

Role Description

In this role, you will work directly with customers, consultants, technical resources, and internal stakeholders to ensure projects are delivered successfully, on schedule, and with a high level of customer satisfaction. The ideal candidate is an experienced IT project manager who communicates clearly, takes ownership of their work, and is comfortable managing projects independently in a fully remote environment.

This is a highly visible, customer-facing position. You should be comfortable leading meetings by video, communicating with stakeholders at multiple organizational levels, managing expectations, identifying risks, and keeping projects moving forward without requiring significant day-to-day oversight.

The role requires a high degree of self-direction, dependability, responsiveness, and comfort collaborating with geographically distributed customers and team members.

Day-To-Day Duties and Responsibilities

• Manage multiple customer-facing software implementation and onboarding projects from kickoff through completion.
• Develop and maintain project plans, timelines, milestones, action items, dependencies, and deliverables.
• Lead customer kickoff meetings, status meetings, project reviews, and other project-related discussions via video conference.
• Serve as a primary point of coordination between customers, consultants, technical teams, and other project stakeholders.
• Establish clear project expectations, roles, responsibilities, and communication practices.
• Monitor project scope, schedules, risks, issues, and resource requirements.
• Proactively identify potential project delays or challenges and drive appropriate resolution.
• Communicate project status clearly and professionally to customers and internal stakeholders.
• Manage customer expectations while maintaining strong, productive relationships throughout the implementation lifecycle.
• Coordinate technical and business activities required for successful software deployments.
• Maintain accurate project documentation, meeting notes, decisions, action items, and status reporting.
• Facilitate issue escalation and ensure appropriate stakeholders are engaged when necessary.
• Help drive projects toward successful customer adoption and transition following implementation.
• Work autonomously in a remote environment while maintaining strong communication and accountability.

Qualifications

• PMP certification.
• 5+ years of project management experience managing IT projects.
• Demonstrated ability to successfully manage customer-facing technology projects.
• Excellent verbal and written communication skills, including the ability to lead meetings and communicate confidently with customers.
• Strong organizational skills and the ability to manage multiple projects, priorities, and deadlines simultaneously (20+ or as needed).
• Demonstrated ability to work independently and make sound decisions with limited supervision.
• Comfortable working in a 100% remote environment.
• Comfortable appearing on camera and leading or participating in video meetings on a regular basis.
• Comfortable working directly with customers, including executives, business stakeholders, IT leaders, administrators, and technical resources.
• Strong problem-solving, risk-management, and stakeholder-management skills.

Preferred Qualifications

• Bachelor’s degree from an accredited college or university.
• Experience managing software implementation, deployment, or SaaS onboarding projects.
• ITIL certification or demonstrated knowledge of ITIL practices and IT service management.
• Experience with Freshworks products, particularly Freshservice ITSM.
• Experience implementing or supporting ITSM, service desk, help desk, or enterprise workflow platforms.
• Experience working for a consulting, professional services, systems integration, or technology implementation organization.

What Success Looks Like

• Take ownership of projects and drive them forward without waiting for direction.
• Establish credibility and trust with customers early in the engagement.
• Keep customers and internal teams informed, organized, and aligned.
• Recognize project risks early and proactively address them.
• Run efficient, professional customer meetings.
• Maintain control of scope, schedules, deliverables, and action items.
• Balance customer needs with project objectives and available resources.
• Help create a positive implementation experience that strengthens long-term customer relationships.

Benefits

• Medical insurance plans.
• Dental insurance.
• Vision insurance.
• Health savings accounts (HSA).
• Flexible spending accounts (FSA).
• Life insurance.
• Short and long-term disability insurance.
• Paid time off and holidays.
• 401(k) with employer match.

EEO Statement

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [email protected] .