Maintenance Project Manager

Overview

As a Customer Service Manager you will be responsible for managing post-implementation support and maintenance activities for IT systems and applications. You will work closely with support teams cross-functional teams external vendors and customers to ensure the smooth operation maintenance and continuous improvement of systems after go-live. The role requires strong coordination stakeholder management and problem-solving skills to deliver quality service and customer satisfaction.

What You Will Be Doing

• Coordinate and manage Change Requests (CRs) including scope confirmation effort estimation prioritization and implementation planning.
• Track maintenance activities project timelines and deliverables to ensure timely completion of support and enhancement initiatives.
• Maintain and update project and support documentation including CR plans Customer Issued (CI) / System Defect hotfix arrangement incident reports status reports and meeting minutes.
• Liaise with internal teams external vendors and customers to facilitate effective communication and issue resolution.
• Organize and facilitate maintenance-related meetings including weekly operational meetings monthly service review meetings and ad-hoc discussions.
• Monitor service performance and follow up on incidents defects and enhancement requests to ensure timely resolution and customer satisfaction.
• Identify potential risks and issues proactively and coordinate mitigation actions with relevant stakeholders.
• Prepare service reports and provide regular updates on maintenance activities project progress and key issues.
• Support continuous improvement initiatives to enhance service quality and operational efficiency.
• Perform other ad-hoc duties and responsibilities as assigned.

What You Need to Succeed

• Bachelors Degree in Information Technology Computer Science Business Administration Project Management or a related discipline.
• 13 years of experience in IT project coordination service delivery application maintenance or customer service management.
• Experience supporting application and projects will be an advantage.
• Familiarity with project management methodologies such as Agile Scrum or Waterfall.
• Strong organizational and time management skills with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills with the ability to engage effectively with technical and non-technical stakeholders.
• Strong stakeholder management skills and a customer-centric mindset.
• Proficiency in collaboration and project management tools such as Jira Confluence Microsoft Project Trello or similar platforms.
• Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
• Ability to work independently while collaborating effectively within cross-functional teams.
• Basic understanding of software development lifecycle (SDLC) system implementation and application support processes is preferred.