Project Manager

The Senior Project Manager is responsible for the successful delivery of complex, high-value and strategically important customer projects across Charterhouse's technology portfolio, predominantly focused on Unified Communications and Connectivity.

Operating as a senior member of the Project Management team, the role owns projects from initiation through to closure, ensuring delivery to agreed scope, timescales, budget and quality standards while maintaining a positive customer experience throughout the project lifecycle.

The Senior Project Manager acts as the primary point of accountability for project governance, stakeholder management, financial control, risk mitigation and successful customer outcomes. They work closely with Sales, Presales, Professional Services, Engineering, Support, Finance and third-party partners to ensure projects are delivered efficiently, profitably and in accordance with Charterhouse delivery standards.

Success in this role will be measured through project delivery performance, customer satisfaction, financial outcomes, governance compliance and effective portfolio management.

Project Delivery

• Lead the end-to-end delivery of complex customer projects across multiple technologies, locations and stakeholders.
• Establish project governance, delivery plans, milestones and success measures.
• Ensure projects are delivered on time, within scope, within budget and to agreed quality standards.
• Manage project dependencies, assumptions, constraints and critical delivery paths.
• Coordinate internal resources, third-party suppliers and customer stakeholders throughout the project lifecycle.
• Ensure effective transition from project delivery into operational support and managed services.
• Drive successful customer outcomes whilst maintaining strong customer relationships throughout project delivery.

Commercial & Financial Management

• Own project financial performance from initiation through closure.
• Create and maintain accurate project budgets, forecasts and financial reporting.
• Protect and optimise project margin through effective commercial management and change control.
• Ensure all project costs, procurement activities and third-party commitments are appropriately managed and controlled.
• Monitor project profitability and proactively identify risks to revenue, margin or customer satisfaction.
• Support accurate revenue recognition and invoicing activities in conjunction with Finance.

Stakeholder Management

• Act as the primary point of contact for customers throughout project delivery.
• Build trusted relationships with customer sponsors, business stakeholders and technical teams.
• Chair project governance meetings, steering groups and customer reviews.
• Provide clear and timely communication regarding project progress, risks, issues and decisions.
• Manage stakeholder expectations and ensure alignment across all parties involved in delivery.

Governance, Risk & Quality Control

• Produce and maintain project documentation including Project Initiation Documents (PIDs), project plans, RAID logs, status reports and closure documentation.
• Implement appropriate project governance frameworks and delivery methodologies.
• Identify, assess and actively manage project risks, dependencies and issues.
• Escalate concerns and delivery risks appropriately and in a timely manner.
• Ensure all project activities comply with Charterhouse quality, operational and commercial standards.
• Drive lessons learned and continuous improvement activities following project completion.

Change Management

• Manage project scope and change requests through formal governance and approval processes.
• Assess the impact of changes on project timescales, costs, resources and customer outcomes.
• Ensure all project changes are documented, commercially assessed and approved before implementation.
• Maintain accurate records of deviations, exceptions and customer approvals.

Leadership & Continuous Improvement

• Act as a senior role model within the Project Management function.
• Mentor and support Project Coordinators and wider delivery teams as required.
• Share best practice, project management standards and delivery expertise.
• Contribute to the continuous development of project management processes, tools and methodologies.
• Support pre-sales activities where required by providing delivery expertise, planning input and implementation guidance.

Key Performance Indicators (KPIs)

Delivery Performance:

• ≥90% of projects delivered within agreed customer milestone dates
• ≥95% completion of project governance and documentation standards
• ≤10% of projects requiring formal management escalation
• Project closure completed within 15 working days of delivery completion.

Financial Performance:

• Project margin delivered within 5% of approved baseline margin
• Project budget variance maintained within ±5%
• 100% approval and documentation of customer-funded change requests
• Accurate project forecasting within ±10% of actual outcomes.
• Customer Satisfaction (CSAT) score ≥4.5/5
• Net Promoter Score (NPS) contribution aligned with departmental targets
• ≥95% positive customer feedback at project closure
• Zero justified customer complaints relating to project governance or communication.

Portfolio Management:

• Maintain project RAG status accuracy and reporting compliance
• Portfolio reporting submitted on time and to agreed standards
• Effective management of project risks, with no unmanaged critical risks
• Maintain acceptable project utilisation and delivery capacity levels.

Behaviours:

• Demonstrable contribution to process improvement initiatives
• Consistently demonstrate Charterhouse values and behaviours.
• Proven experience managing complex technology projects within an MSP, telecommunications, systems integrator or IT services environment
• Demonstrable experience delivering Unified Communications projects
• Strong track record of delivering multiple concurrent projects with competing priorities and stakeholders
• Experience managing project budgets, commercial risk and margin performance
• Experience working directly with enterprise and mid-market customers.
• Strong understanding of project management methodologies and governance frameworks
• Excellent stakeholder management and communication skills
• Strong commercial and financial acumen
• Ability to influence senior customer and internal stakeholders
• Proven risk management, planning and organisational skills
• Strong problem-solving and decision-making capability
• High attention to detail and commitment to quality delivery.
• PRINCE2 Practitioner, PMP, APMP or equivalent project management qualification desirable
• Relevant technology industry certifications advantageous.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.