Project Manager

Black Box•Plano, TX

1d•Hybrid

About The Position

The Project Manager will serve as the primary Subject Matter Expert (SME) and escalation point for customers, ensuring high satisfaction and swift resolution of concerns. This role involves close collaboration with engineering teams and project stakeholders to manage services for seamless operations across all functions. Key responsibilities include overseeing incident handling, problem resolution, and change control processes to ensure SLA compliance and uninterrupted service delivery. The Project Manager will lead Root Cause Analysis (RCA) for critical incidents and implement corrective/preventive actions. They will also collaborate with stakeholders to define project scope, monitor progress, identify risks, and support project managers with cost-optimization strategies. This role requires aligning engineering resources to project needs, managing end-to-end project delivery, maintaining hardware/software inventories, and handling escalations with vendors like Cisco, Fortinet, and Palo Alto. Accurate monthly billing, mentoring engineers, documenting lessons learned, and driving continuous improvement are also key aspects. The role promotes a team-driven improvement culture and conducts regular design and security reviews. Travel is required quarterly for client meetings, with 20% domestic and 5% international travel expected.

Requirements

Bachelor's degree in Computer Science, Information Technology, Telecommunications, Electronics Engineering, or a related field.
Five (5) years of IT experience, with a focus in Technical roles such as IT or Telecommunications.
PMP (Project Management Professional) certification or PRINCE2 certification is required.
Experience with project management tools such as Microsoft Project.
Fundamental Project Execution, including: project financial management, client and subcontractor invoicing, status reporting, work plan management, scope management, issue & risk management, and communication management is essential.

Responsibilities

Serve as the Primary Subject Matter Expert (SME) and escalation point for customers.
Ensure high customer satisfaction and swift resolution of concerns.
Work closely with engineering teams and project stakeholders to manage services.
Oversee incident handling, problem resolution, and change control processes.
Ensure SLA compliance and uninterrupted service delivery.
Lead Root Cause Analysis (RCA) for critical incidents and implement corrective/preventive actions.
Collaborate with stakeholders to define project scope, monitor progress, and identify risks.
Support project managers with cost-optimization strategies.
Align L 1-L3 engineering resources to project needs.
Manage end-to-end project delivery, from design and deployment to documentation and handover.
Maintain accurate hardware/software inventories and track lifecycle milestones.
Handle escalations with vendors such as Cisco, Fortinet, and Palo Alto.
Ensure accurate and timely monthly billing.
Mentor engineers across L 1-L3 levels.
Document lessons learned and share best practices.
Drive continuous improvement in project execution and operational processes.
Promote and implement quarterly innovations to automate tasks and enhance service quality.
Encourage a team-driven improvement culture.
Conduct regular design and security reviews.
Lead efforts to improve security posture and close process gaps.