Saama Technologies - Technical Project Manager

Description :

Key Responsibilities :

- Project Planning & Governance :

- Define and scope multi-year, multi-million dollar managed services engagements.

- Develop project charters, work breakdown structures (WBS), timelines, and budgets.

- Leverage MS Project, Smartsheet, Jira, or equivalent tools for planning & tracking.

- Align project objectives with ITIL-aligned managed services processes (Incident, Change, Problem, Request, etc.).

- Define SLAs, OLAs, KPIs, and governance models (daily/weekly/monthly).

- Establish shift-left strategies to improve efficiency and reduce L1/L2 effort.

- Implement process automation, AIOps, and MLOps for proactive operations.

- Project Execution, Delivery & Optimization :

- Lead end-to-end execution of global delivery from onsite, offshore, nearshore centres across Europe, APAC, LATAM and NA geographies.

- Drive operational excellence via continuous process optimization, root cause analysis (RCA), and lessons learned.

- Conduct daily standups, weekly sprint reviews, and retrospectives (Agile/Hybrid).

- Setup and lead war rooms for major incidents and crisis management.

- Ensure compliance with change management protocols and quality gates.

- Drive value-add initiatives through innovation, automation, cost optimization, and bring about ticket reduction over period of time.

- Monitoring, Reporting & Financial Management :

- Track budget vs. actuals, margins, burn rate, and financial KPIs using internal financial tools.

- Report on project health using RAG status at Weekly, Monthly, and Quarterly Business Reviews (MBR, QBR).

- Deliver dashboards for stakeholders covering service metrics, incident volumes, SLA adherence, etc.

- Identify scope creep, forecast variances, and recommend corrective actions.

- Monitor contract adherence, handle invoicing triggers and revenue recognition.

- Stakeholder and Client Management :

- Act as single point of contact (SPOC) for internal/external stakeholders.

- Manage executive-level communication, expectations, and escalations.

- Build strong relationships with customer leadership and delivery teams.

- Host and lead MBRs, QBRs, governance calls, and customer satisfaction sessions.

- Collaborate closely with sales, solutioning, and pre-sales for renewals or expansion opportunities.

- Technical Oversight and Service Delivery :

- Understand and contribute to high-level architecture and design reviews.

- Govern SLAs, uptime, capacity planning, monitoring, and performance tuning.

- Oversee DevOps, DataOps, MLOps, and AIOps initiatives as applicable.

- Collaborate with platform, network, security, and application support teams.

- Ensure service continuity and DR/BCP preparedness across global regions.

- Team Leadership & People Management :

- Lead cross-functional teams (engineering, support, testing, architecture).

- Drive talent development, performance management, and succession planning.

- Establish 24x7 support coverage through efficient shift management.

- Foster a culture of ownership, agility, and customer-first mindset.

- Manage capacity, hiring, onboarding, and training of delivery staff.

- Process Maturity, Tools and Innovation :

- Drive ITIL process maturity (Incident, Problem, Change, Knowledge, Asset, Configuration, Release).

- Implement self-healing, automated monitoring, predictive maintenance via AIOps tools (e.g., Moogsoft, Splunk ITSI, Dynatrace, etc.).

- Utilize MLOps pipelines for automation and enhanced observability in data/AI systems.

- Ensure tools like ServiceNow, Jira, Confluence, Power BI are embedded in delivery workflows.

- Define KPIs for automation success and shift-left enablement.

- Devops Enablement & Oversight :

- Plan and Implement Devops practices to support CI/CD, Infrastructure as code etc..

- Familiarity with Devops tools Jenkins, Gitlab, Azure DevOps, Terraform etc

- Oversee automation implementations

- Track DevOps metrics such as deployment frequency, Lead time, Sprint velocity, MTTRs etc..

- Ensure documentation of all DevOps processes

- Drive DevOps maturity assessment and improvement plans across projects

Essential Skills & Competencies :

- Technical Skills :

- Familiarity with Data & Analytics platforms, Data Lakes, BI Tools, ETL, Cloud (AWS/Azure/GCP).

- Exposure to monitoring and observability tools, ITSM tools, automation frameworks.

- Understanding of security, compliance (GxP, GDPR, HIPAA), and regulatory frameworks.

- Project and Service Management :

- Deep understanding of project management methodologies (Agile, Scrum, Waterfall, Hybrid).

- Experience delivering multiple concurrent engagements and portfolios.

- Strong documentation and risk/issue/change management practices.

- Communication and Leadership :

- Executive-level presentation and negotiation skills.

- Ability to manage multicultural teams and stakeholders across time zones.

- Skilled in conflict resolution, consensus building, and decision making.

- Domain Knowledge and Functional Expertise :

- Possess working knowledge of commercial pharma value chain especially around Sales, Marketing, Market Access, Patient Services, Field Force enablement, Alignments.

- Understand key business processes and KPIs Rep performance, territory alignments, market share analysis, channel performance, adherence, interactions etc

- Familiarity with common commercial datasets IQVIA, Symphony Health, Veeva CRM

- Tools/Platforms Exposure (Preferred) :

- PM Tools : MS Project, Jira, Smartsheet, Confluence

- ITSM Tool : ServiceNow

- Data & Analytics : AWS, Azure cloud platforms, Python, MDM, Tableau, Qlik, PowerBI