Implementation Project Manager

2 weeks ago

Toronto, Canada SysAid Technologies Full time

SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI.

We are seeking an Implementation Project Coordinator to join our team and play a critical role in delivering high-impact, strategic projects for our enterprise clients. This individual will work closely with cross-functional teams to ensure that implementation projects are executed smoothly, on time, and within scope. The Project Coordinator will serve as a key liaison between internal departments and the client, driving coordination, project planning, and communication to guarantee that our implementations meet client expectations and align with SysAid’s standards for quality and efficiency.

**Key Responsibilities**

**Project Planning and Documentation**:

- Develop and maintain comprehensive project plans, timelines, and documentation to support project execution and tracking.
- Draft project charters that define project objectives, scope, deliverables, and stakeholders, ensuring alignment with SysAid’s strategic goals and client needs.
- Create and maintain accurate records of project progress, milestones, risks, and issues.

**Coordination and Collaboration**:

- Coordinate between various teams, including Professional Services, Product, Development, Customer Care, and Customer Success, to ensure that each aspect of the project is progressing as planned.
- Facilitate regular project meetings, track action items, and provide follow-ups to keep all stakeholders informed and aligned on project status and responsibilities.

**Client Communication and Relationship Management**:

- Serve as the primary point of contact for the client throughout the implementation process, ensuring timely and effective communication on project updates, timelines, and requirements.
- Establish strong working relationships with client stakeholders to understand their needs and expectations and address any concerns that may arise during the project.

**Monitoring and Quality Assurance**:

- Track project milestones and ensure adherence to project timelines and quality standards, proactively addressing potential issues that may impact project delivery.
- Support continuous improvement by capturing lessons learned, identifying areas for improvement, and contributing to the development of best practices for implementation.

**Risk Management**:

- Identify, assess, and document project risks, develop mitigation strategies in collaboration with the project team, and communicate potential impacts to stakeholders.

**Shift Requirement**

To meet the needs of our global client base, this role will require working in shifts to ensure project coordination and support for clients in various regions. The ability to work flexible hours, including possible evening or weekend shifts, is essential to accommodate client time zones and provide an exceptional level of service.

**Requirements**:

- Minimum of 2 years of proven experience in project coordination, demonstrating successful management of projects from initiation to completion.
- Strong organizational skills with the ability to manage multiple projects simultaneously while maintaining attention to detail.
- Knowledge of project management tools and software (e.g., Asana, Trello, Microsoft Project).
- Ability to problem-solve, adapt to changing environments, and handle project challenges effectively.
- Fully fluent in English.
- Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time).
- Preferred Qualifications:

- Knowledge of IT service management (ITSM) principles.
- Experience with enterprise software or SaaS implementations.
- PMP, CAPM, or other relevant project management certifications.

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