Empleos de help desk

RESPONSIBILITIES

• Act as the senior delivery point of contact for client stakeholders — engaging at the account and escalation level, while the ALT manages day-to-day communication and project status.
• Manage client expectations proactively — ensuring alignment between what was sold, what is scoped, and what is being delivered.
• Lead and facilitate Quarterly Business Reviews (QBRs), translating delivery performance into business impact narratives.
• Run NPS cycles and synthesize client feedback into actionable improvement plans.
• Lead scope change and change order negotiations at the account level, balancing client needs with margin integrity — supporting ALT when strategic or commercial complexity requires senior involvement.
• Build trusted advisor relationships with day-to-day client counterparts, escalating to Managing Director/Account Leadership when executive engagement is required.

• Serve as the first point of escalation for the ALT — resolving blockers, making calls on scope and risk that exceed the PjM's authority, and escalating further to MgS leadership when required.
• Oversee delivery performance across squads through the ALT — setting standards, reviewing health signals, and intervening when escalation is required.
• Set the standard for delivery risk management across squads, supporting the ALT team in identifying, tracking, and mitigating risks — stepping in directly when resolution requires senior intervention or escalation beyond the PjM's authority..
• Monitor squad capacity, resource allocation, and workload balance across active engagements.
• Define and enforce delivery standards and methodology expectations across squads; the ALT is accountable for execution within those guardrails.
• Take ownership of new client onboarding, leading the structured transition from project delivery into the Managed Services model — ensuring continuity, setting expectations, and establishing the operating rhythm from day one.
• Foster a positive, high-performance team culture — actively monitoring and acting on eNPS signals.
• Coordinate cross-squad dependencies and ensure consistent delivery standards across NA and EMEA.

• Own squad-level P&L visibility — tracking hours, utilization, revenue recognition, and margin performance.
• Prepare and present monthly financial reports to the Head of MgS, flagging risks and opportunities early.
• Manage hours and capacity planning in alignment with contracted SOWs and approved budgets.
• Drive change order processes when scope evolves, ensuring commercial impact is captured and approved.
• Contribute to QBR reporting packages, including delivery health, financial performance, and account growth signals.
• Support MgS leadership with data and context for forecasting, headcount planning, and renewal conversations.

REQUIREMENTS:

• 5+ years in project management, program management or delivery within a technical or service desk environment.
• Experience managing other project managers and teams of 6–15 ICs across multiple concurrent client-facing projects.
• Background in a consulting, agency, or client-services environment strongly preferred.

• Proven ability to make and execute the tactical plan for a team or multiple workstreams — not just contribute to someone else's.
• Track record of leading and coaching others: you have made people better through your management, not just delivered results alongside them.
• Beginning to participate in strategic planning and budgeting processes — you bring data and perspective, even if you do not own final decisions yet.

• Demonstrates ability to gain cooperation with peers and cross-functional partners (Project Management, Client Services, People Ops) to address shared challenges.
• Comfortable presenting initiatives with guidance to senior leadership; recognized for the ability to garner support and facilitate cooperation across multiple teams.
• Creates formal networks involving coordination among groups — builds relationships across disciplines and uses them to get things done.
• For engineering, strong understanding of modern software development practices: cloud-native architectures, CI/CD pipelines, agile delivery, and common enterprise platforms.
• GCP familiarity preferred. Must evaluate technical trade-offs and speak credibly with engineers at all levels.
• For Project Management and experience, strong working knowledge of Project Management, Product Management methodologies (discovery, roadmapping, backlog management) and Experience Design deliverables (research, UX, visual design, design systems). Must speak credibly with PjMs, PMs and Designers at all levels.
• Awareness of AI-assisted development and design workflows is a meaningful asset across both disciplines.

• High-empathy leadership: you find what people need to grow and know how to unlock it through coaching, honest feedback, and genuine investment in development.
• Comfortable delivering constructive feedback — including on sensitive performance matters — with clarity and care.
• Advocates for sustainable team workloads and raises capacity concerns before they become delivery or retention risks.

• Hands-on experience managing resource allocation or casting across multiple concurrent projects simultaneously.
• Able to maintain and interpret utilization and capacity data to produce near-term recommendations — not just reports.
• Organized and process-oriented; comfortable building lightweight rituals and tools that improve team visibility and delivery quality.

• Smart — brings well-considered ideas to the table; bases decisions on data over instinct; always honing their craft.
• Human — starts with empathy for team members; seeks to understand before prescribing; accepts feedback gracefully.
• Agile — brings urgency to the pace of work; raises issues proactively; doesn't wait.
• Positive — assumes the best of teammates; finds common ground; encourages the team.
• Excellence — applies rigour; outcome-oriented for the team, clients, and end users; communicates clearly.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.