IT Project Manager

Location: Metro Prima, Kepong

Job Type: Full-Time (On-site)

Job Description:

We are looking for an experienced Project Manager to lead technology-enabled BPO and managed service projects, with a strong focus on end-to-end project delivery, people management, client engagement, and operational management.

The role will initially oversee teams across QA, Research, and other project functions, with the scope potentially expanding as the business grows. The successful candidate will be responsible for ensuring projects are delivered effectively in terms of quality, timeline, resources, cost, and client satisfaction, while supporting new project setup and business growth.

Responsibilities:

1. Project Management & Delivery

• Lead end-to-end project planning and delivery, ensuring projects meet agreed timelines, quality, scope, and objectives.
• Proactively identify and manage project risks, issues, dependencies, and resources, and drive timely resolution.
• Monitor project performance and provide regular updates on project status, risks, issues, and key performance indicators.
• Ensure project teams deliver according to agreed processes, quality standards, client requirements, and business objectives.
• Identify operational gaps and drive continuous improvement to improve delivery efficiency and quality.

2. People & Resource Management

• Work closely with HR and Recruitment teams on hiring, interviewing, onboarding, replacement, and offboarding.
• Monitor team performance, attendance, workload, productivity, and capacity.
• Identify staffing gaps and proactively initiate hiring or replacement plans.
• Manage team changes, restructuring, role transitions, and resource allocation based on project and business needs.
• Support team development and ensure project teams have the required skills and resources to meet delivery requirements.

3. Client Management

• Act as a key client-facing contact and primary escalation point for project-related operational, resource, and delivery matters.
• Understand client business requirements and translate them into actionable plans for internal teams.
• Lead or facilitate client meetings and presentations, and proactively manage client expectations, priorities, risks, and issues.
• Build and maintain strong relationships with key client stakeholders, using effective stakeholder management to drive project progress, resolve challenges, and achieve successful project outcomes.
• Identify opportunities to improve the scope, value, or service quality of existing engagements.

4. New Project Setup & Transition

• Develop project transition and setup plans covering manpower requirements, recruitment, training, processes, and delivery arrangements.
• Lead the formation and operational readiness of new project teams following successful project awards.
• Work closely with internal functions to ensure new projects are properly staffed, trained, and ready for delivery.
• Take ownership of the transition from project award to stable project operations.

5. Tender & Pre-Sales

• Lead the end-to-end local tender process, including requirement understanding, proposal development, solution planning, pricing coordination, presentation, and follow-up.
• Develop practical and commercially viable project delivery solutions in collaboration with relevant internal stakeholders.
• Lead client presentations, tender briefings, and clarification discussions when required.

6. Project Operations & Governance

• Establish and maintain project SOPs, workflows, reporting mechanisms, and operational guidelines.
• Maintain project documentation, trackers, reports, and management dashboards.
• Ensure project teams comply with client requirements, internal policies, security requirements, and operational procedures.
• Coordinate with internal functions including HR, Recruitment, Finance, IT, Admin, and Procurement to ensure smooth project operations and timely resolution of operational matters.
• Coordinate project-related expenses, equipment, testing funds, reimbursements, payroll, invoicing, and other cost-related matters with relevant internal stakeholders.

Qualifications:

1.     Bachelor's degree or above in Computer Science, IT, Business, Project Management, or a related field.

2.     1-2 years of relevant experience in project management, operations management, BPO, managed services, technology services, or related environments.

3.     Proven experience managing teams and delivering projects end-to-end.

4.     Good understanding of Agile, SDLC, QA, research, or technology project delivery methodologies.

5.     Strong client-facing, communication, leadership, and stakeholder management skills, with solid analytical and reporting capabilities to support project performance monitoring and decision-making.

6.     Strong ability to manage multiple priorities, risks, dependencies, and resources effectively.

7.     Experience in client presentations, tender management, project transition, or new project setup is an advantage.

8.     Proficiency in Mandarin (speaking, reading, and writing), English, and Malay is required, with Mandarin required for effective communication with China-based clients.

9.     Strong planning, organization, problem-solving, and decision-making skills.

10.  PMP Certification is preferred.