Project Manager (Junior) - Service Delivery

Due to our continued expansion we now have an immediate opening for a Service Delivery Manager in Vilnius, Lithuania. At Advantio, the Service Delivery Manager will be responsible for the high standard of delivery our clients have come to expect by applying best practices and being the central point of contact for internal and external communication.

The successful candidate will have the ability to build solid relationships with customers, understand their goals and deliver high levels of customer satisfaction, increasing their cyber security maturity on-time and on budget.

Responsibilities and Accountabilities

• Lead, manage and support the Customer Journey steps and touchpoints (such as Awareness, Consideration, Purchase, Retention and Advocacy)
• Responsible for Customer Journey and Customer Experience (A-Z lifecycle management)
• Create processes, workflows and apply best practices for the proper utilization of management consultants for the optimal delivery of Advantio’ services  

• Identify deliverables (as Work Breakdown Structures) and associated activities needed to complete those deliverables and network these activities in a logical sequence (what should be done when and in which order)
• Assist with resource and cost estimations and coordinate planning of resource requirements and allocations in collaboration with relevant stakeholders (Managing Consultants, QSAs, etc.)
• Ensure workload of the resources are distributed fairly and utilization rates are kept high (by reducing overloading, leaving no-one idle, etc.)
• Ensure back-ups and alternative plans are ready in case of unexpected issues
• Alert line managers and Senior Management of any potential resource needs
• Generate and maintain schedules, plans or timelines from kick-off till the project closure
• Regularly revise time tracking of project resources
• Identify dependencies and ensure that they are handled on time such as technical activities (jumphost deployment, VPN connection, etc.), obtaining formal approvals (e.g., Penetration Tests, ASV Scans, etc.), in collaboration with Managing Consultants, Technical Security Team Lead, Security Consultants etc
• Monitor execution of the projects and check implementation is according to the plan (e.g., monitor project variables against the baseline and progress) 
• Be the interface and main point of contact between customers, business partners and internal teams for generating centralized, consistent and one-voice dialogues.
• Maintain sustainable and trustworthy relations, promote retention and loyalty
• Establish a communication flow to update project stakeholders with the progress of the activities. Generate regular reports/statistics for various audiences (operational teams, C-Level managers, etc.)
• Review quality of the work completed by project team on a regular basis to ensure that it meets (and ideally exceeds) project standards 
• Facilitate kick-off meetings, regular catch-up calls and lessons-learned with project stakeholders
• Help raising awareness and managing operational risks (by identifying potential problems, delays, etc. in advance, coordinating mitigations, etc.)

Customer Advocacy

• Align customers’ and organization’s (Advantio’s) goals for mutually beneficial outcomes by setting and managing proper expectations
• Bring customers’ voice into relevant departments in terms of requirements, suggestions/ideas and feedback (positive and negative)
• Gather and distribute feedback, improve upon the areas of dissatisfaction, delay and/or low-quality; better serving clients with tailored products/services
• Participate in product design/service descriptions to reflect customers’ voice

Prospects Management

• Introduction, welcome and warm-up of the prospects (in collaboration with Sales Team, line managers, Managing Consultants, etc.)
• Help design a well-thought onboarding framework for fast and high-quality engagement
• Contribute to increased acquisition rates (turning prospects into customers and expanding client-base/portfolio growth rate)

Reporting and Data Generation

• Regular status and executive reports outlining key metrics, milestones, progress, change requests and improvement areas for various audience (operational teams, technical teams, C-Level managers, etc.)
• Capacity Planning (including current utilization rates and forecasting of upcoming months)
• Meeting agendas, presentations and minutes 
• Frequent (i.e., monthly, quarterly) delivery/activity reports (including delivered and invoiced activities, remaining activities and unused human-days, etc.).

• Project Management and/or delivery coordination experience (1-3 years)
• Social/interpersonal skills with good business acumen
• Degree and/or any other training experience in Project Management as nice to have (e.g., PMP/Prince2 certifications)
• Enterprise Resource Planning and scheduling platforms (e.g., SAP, Gantt Chart, JIRA, Asana)
• Excellent written and spoken linguistic skills (fluency in English); other languages are useful per customer-domain such as Spanish, Italian, etc.)
• Microsoft Office (e.g., Word, Excel, Powerpoint, etc.).

• Great opportunities for career growth and self-development in an international environment - quarterly performance management discussions and goals setting
• Free access to world-class Udemy/Pluralsight courses and English classes
• Friendly team and comfortable working atmosphere
• Bonuses for great performance.