Lead Client Services Project Manager

NICE

20h

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Project Management, GSI We are seeking a proactive, delivery-focused Project Manager to drive successful implementation and delivery of client-facing projects that are aligned to our GSI practice and in line with scope, budget, and timelines. In this role, you will lead complex projects from initiation to close, ensuring all activities align with the agreed Statement of Work (SOW) and deliver measurable value to our enterprise customers. You will serve as the main client contact and ensure internal and external teams—including Global System Integrator (GSI) partners—are aligned to project outcomes. Additionally, this role plays a critical function in bridging delivery execution with GSI partner strategy, ensuring successful co-delivery models, strong partner governance, and alignment between Professional Services and GSI Sales.

Requirements

Strong knowledge of client service and Professional Services delivery models
Good management and leadership abilities
Excellent communication and presentation skills
Ability to grasp customer and partner requirements and ensure they are addressed through project execution
Strong knowledge of Project Management practices and enterprise service delivery
Ability to review project risk factors and suggest mitigation strategies, including partner-related risks
In-depth project management and technical experience
Strong stakeholder management skills across delivery, sales, and partner organizations
Commercial awareness, including understanding of revenue, pipeline, and partner go-to-market dynamics
Experience working in matrixed organizations and managing without direct authority
Experience with GSI ecosystems (e.g., Accenture, Deloitte, Capgemini) and partner-led delivery models preferred
Ability to identify when customer needs translate into additional Services opportunities
Collaborates with team members across internal and partner organizations to achieve results
Manages effectively in complex, matrixed environments with multiple stakeholder groups
Leads teams and processes to deliver on time, on budget, and on quality
Drives accountability across teams without direct authority
Actively engages others in work processes to expand and broaden professional domain knowledge
Influences stakeholders, including partner organizations, to achieve aligned outcomes
Effectively manages complexity and change across project and partner environments
Builds strong relationships with customers, GSIs, and internal teams
Develops and contributes to team growth and capability
Regarded as a Subject Matter Expert in delivery execution and partner collaboration
Able to align and work with executives across Professional Services, Sales, and partner organizations
Sound business and financial understanding
Experience in partnering with clients and GSI partners to deliver measurable value
Strong focus on customer satisfaction and delivery excellence
Responsible for revenue delivery, forecasting, and value realization
Contributes to GSI-driven pipeline acceleration and revenue influence
Identifies Services business opportunities within projects and partner engagements
Ensures high-quality execution across both direct and partner-led delivery models
Drives partner satisfaction and strengthens long-term GSI relationships
Holds full domain responsibility across project delivery and partner coordination
Applies ongoing professional discretion and continuous improvement
Proactively seeks opportunities to improve delivery processes, governance, and partner engagement models
Delivers added value at every stage of project execution, including customer, partner, and internal stakeholders

Responsibilities

Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
Build project plans based on customer requirements, partner inputs, and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms.
Develop detailed project plans aligned with the SOW and inclusive of partner-led or co-delivered workstreams.
Lead multiple projects concurrently, including those executed in collaboration with GSIs (prime or sub-contractor models).
Track action items and enforce accountability across internal stakeholders and external partner teams.
Identify and mitigate risks early, including risks related to partner delivery, scope ownership, and customer satisfaction.
Report on Project Financials, including revenue forecasting, recognition, and partner-influenced revenue contribution.
Maintain a real-time view of project health, including milestone tracking, risks, escalations, and executive summaries for GSI-involved engagements.
Act as an escalation point for delivery challenges, including GSI partner execution issues, scope disputes, and customer risks.
Establish and enforce delivery standards, governance models, and quality benchmarks across all GSI-supported implementations.
Coordinate Professional Services resources supporting GSI engagements and ensure alignment with delivery methodologies.
Lead post-project evaluations and retrospectives with customers and partners to capture lessons learned and improve delivery playbooks.
Communicate clearly and regularly with all stakeholders, including customers, internal teams, and GSI partners.
Drive strong cross-functional alignment between Professional Services, GSI Partner Sales, Customer Success, and partner organizations.
Support seamless sales-to-delivery handoffs for GSI-influenced deals and ensure execution readiness.
Foster a culture of collaboration, accountability, and delivery excellence across matrixed teams.