Project Manager - Service Delivery

Overview

A Project Manager will apply project management knowledge and skills to support Esri’s Enterprise Services programs. These programs include Managed Cloud Services (MCS), Integrated Support (ISPT), and Healthy Enterprise Systems (HES).

As a Project Manager, you will be responsible for gaining a deep understanding of the Enterprise Services programs and working with a cross-functional team to support the entire project lifecycle. This includes early qualifications, proposal development, onboarding, and ongoing project support. You will manage scope, schedule, and resources to provide customers across all industries with standardized and consistent delivery of the programs.

The Professional Services division is the consulting and implementation arm of Esri. We break ground in new markets, push the technology envelope and ultimately deliver transformational solutions to high profile clients worldwide. The Professional Services organization is comprised of nearly 1,000 talented business and technical professionals who strive every day to help our users be successful.

Esri has a Relocation Assistance Program and can provide support with relocating to the Redlands, CA area for this position.

Responsibilities

• Manage service delivery for multiple programs including Managed Cloud Services (MCS), integrated support, and healthy enterprise systems across diverse customer base spanning all industries including federal and secure spaces
• Support early qualification proposal workflow by working closely with practice leads and account managers for program identification, customer conversations, and proposal development
• Lead customer onboarding processes for MCS and other service delivery programs, including scheduling, resourcing, kick-off calls, and setting customer expectations
• Own and manage ongoing support processes following established cloud procedures and change management protocols for onboarded customers
• De-escalate customer issues and translate complex technical information into clear, understandable communication
• Provide overarching program support including handling variability of projects from state-level implementations to enterprise-scale deployments
• Lead standardization efforts for service delivery processes and cross-team collaboration to improve customer support consistency
• Support customers across Tier 1 and Tier 2 classifications, adapting approach based on customer size and complexity
• Collaborate with distributed teams across multiple time zones to ensure seamless service delivery
• Act as a resource for colleagues and provide guidance on service delivery best practices
• Participate in business development support by contributing to proposals and supporting strategic customer engagement

Requirements

• 5+ years of professional experience in project management, preferably with a background in technical support or group leadership
• Proven experience managing complex service delivery programs and customer onboarding processes
• Experience with ArcGIS, cloud computing, or enterprise GIS implementations
• Strong change management skills with ability to adapt processes and manage customer expectations during transitions
• Professional experience leading and managing distributed teams across multiple programs and customer engagements
• Demonstrated ability to de-escalate customer issues and translate technical concepts into business-friendly language
• Strong proficiency in developing project schedules, resource allocation, and service delivery workflows
• Experience with cloud-based services and enterprise system support
• Ability to engage, collaborate, and facilitate with customers, internal teams, and stakeholders across various industries
• US citizenship
• Bachelor`s Degree in Business, Geographic Information Systems (GIS), Geography, Computer Science, Information Systems, or related STEM field

Recommended Qualifications

• Previous experience in managed services or technical support organizations
• Background supporting federal, state, or local government customers
• Experience with service delivery frameworks and process standardization
• Master`s Degree in Business, Geographic Information Systems (GIS), Geography, Computer Science, Information Systems, or related STEM field

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