Manager, Client Services Project Manager

NICE • Atlanta, GA

3d

About The Position

As a Manager of Project Management at NiCE, you will lead and develop a team of Project Managers delivering implementations of NICE Evidencentral and related cloud-based solutions. You will oversee project execution, promote cross-functional alignment, and improve standard delivery practices to support successful outcomes from contract award through go-live and beyond.

The role includes overseeing multiple concurrent implementations, managing project staffing and capacity, guiding escalations, and ensuring projects meet client expectations and quality, schedule, and budget commitments. You will also help define and monitor KPIs, strengthen governance and client communications, and provide Project Management input into implementation of a Professional Services Automation tool for project tracking and reporting.

NiCE describes itself as an innovation-driven global software company with more than 8,500 employees across 30+ countries. Its products serve more than 25,000 businesses, including 85 of the Fortune 100, and support customer experience, financial crime prevention, and public safety.

Requirements

• Bachelor’s degree in Project Management, Information Systems, Computer Science, or a related field, or equivalent experience.
• 8+ years of experience managing SaaS or technology solution delivery.
• At least 5 years of people management experience, including team leadership and supervision of direct reports.
• Deep understanding of SaaS implementation lifecycles, particularly in cloud or public safety environments.
• Familiarity with technical integrations to third-party systems, such as APIs, data exchange, and interface requirements.
• Strong planning, prioritization, and risk management skills.
• Strong communication, stakeholder engagement, and escalation management abilities.
• Ability to build partnerships and align cross-functional teams around shared goals.
• Ability to facilitate teamwork, resolve conflict constructively, and foster open feedback and knowledge sharing across distributed teams.
• Track record of improving team performance and operational excellence through metrics and coaching.
• Empathetic leadership style, including active listening, building trust, supporting team members’ well-being and growth, and maintaining high standards.
• Experience with formal project planning tools, such as MS Project and Gantt charts, and project governance frameworks.
• Willingness to travel to customer locations as needed, up to 25%.

Nice To Haves

• PMP or a relevant Project Management certification.
• Familiarity with public safety or justice systems, such as case management or evidence management.

Responsibilities

• Lead, mentor, and develop a team of Project Managers, establishing best practices and a high-performance culture.
• Oversee multiple concurrent project implementations and ensure alignment with execution plans, milestones, and client expectations.
• Standardize project delivery practices for planning, risk management, documentation, and issue resolution.
• Coordinate with Sales, Solution Architects, Customer Success, Support, R&D, and Technical Account Management to support handoffs and execution.
• Manage resource capacity and project staffing, anticipating demand and aligning skills with delivery requirements.
• Help define and monitor KPIs, drive continuous improvement, and ensure effective client communication, governance calls, and project tracking.
• Guide escalation management and ensure projects meet quality, timeline, and budget commitments.
• Provide Project Management input into implementation of a Professional Services Automation tool for project tracking and reporting.
• Facilitate teamwork, constructive conflict resolution, open feedback, and knowledge sharing across distributed teams.
• Drive team performance and operational excellence through metrics and coaching.

Benefits

• The opportunity to lead mission-critical implementations that directly impact public safety operations.
• The opportunity to build and grow a high-performing Project Management team.
• An innovation-driven global organization described as committed to employee growth and success.
• A fast-paced, collaborative, and creative work environment.
• Internal career opportunities across multiple roles, disciplines, domains, and locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager