Senior SaaS Project Delivery Lead

KMC Careers; Metro Manila; On-site; PHP 2,009,000 - 2,902,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growthOpportunities

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

Talkdesk is seeking a seasoned Project Manager to lead complex, customer-facing technical implementations across multiple locations. You will define scope, manage timelines and budgets, coordinate with partners and internal teams, and drive project success from initiation through delivery.

Ideal candidates bring 6+ years in SaaS/cloud environments, expert stakeholder management, and fluent English. This role emphasizes cross-functional collaboration and executive-level communication to ensure

Qualifications

• 6-8+ years of project management experience leading complex, customer-facing technical implementations.
• Proven experience managing multiple concurrent projects in a fast-paced SaaS, cloud, or technology environment.
• Demonstrated ability to engage, influence, and present to executive and C-level stakeholders.
• Strong experience managing project scope, timelines, budgets, risks, dependencies, and escalations.
• Exceptional organizational, communication, and stakeholder management skills.
• Ability to work independently, make sound decisions, and thrive in a fast-paced environment with multiple priorities.
• Bachelor’s degree or equivalent professional experience.
• Fluent written and spoken English.

Responsibilities

• Define project scope and schedule project activities, integrating them into the broader project plan with the customer project manager(s).
• Manage multiple customer projects simultaneously, working with customers, partners, and internal solutions consultants to drive progress across multi-location and multi-phase deployments.
• Conduct regular status meetings with customers and teams to assess progress against plan and reforecast project variables as needed to ensure timeline adherence.
• Lead partner implementation escalations, engaging relevant teams and individuals (support, product, engineering) to support resolution.
• Lead all communication between parties and provide recurring updates to the partner and end client until escalation is resolved.
• Monitor implementation projects and oversee partner project managers and solution consultants to ensure Professional Services KPIs are met.
• Ensure high-quality execution for assigned implementation partners through consistent project oversight, weekly project reviews, and ad hoc methodology and technical training.
• Proactively identify risks related to time, scope, and budget, and develop mitigation strategies with clear communication plans for all stakeholders.
• Conduct executive business reviews throughout implementation, presenting project status, risks, and success dependencies to senior leadership.
• Understand customer use cases, define best practices, and document functional and technical requirements to meet client needs.
• Partner with internal teams (Product, Engineering, Support, etc.) to ensure timely delivery of feature requests, bug fixes, and support requests.
• Participate in the sales cycle as needed to define delivery approach and support SOW/proposal development.
• Conduct post-mortem reviews with internal and external stakeholders to evaluate project performance.
• Lead root cause analysis discussions, develop process improvement strategies, and ensure follow-through.
• Drive accountability for overall project success and ensure KPIs are met.

Job description

At Talkdesk, we are disruptive risk-takers who don't have a traditional way of doing things and will dowhatever it takes to build a product that improves customer experiences. Join the adventure and growwith us. With $268 million in funding and more than 1,800 customers, we’re revolutionizing theindustry of contact centers. Join a hyper-growth company that's innovative, bold, and ambitious. Be apart of the future of technology and make an impact on an evolving industry. If you're a self-starter andhungry to learn, apply now and enjoy the ride

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Direct Talkdesk project:

• Define project scope and schedule project activities, integrating them into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously, working with customers, partners, and internal solutions consultants to drive progress across multi-location and multi-phase deployments
• Conduct regular status meetings with customers and teams to assess progress against plan and reforecast project variables as needed to ensure timeline adherence

Partner project:

• Lead partner implementation escalations, engaging relevant teams and individuals (support, product, engineering) to support resolution
• Lead all communication between parties and provide recurring updates to the partner and end client until escalation is resolved
• Monitor implementation projects and oversee partner project managers and solution consultants to ensure Professional Services KPIs are met
• Ensure high-quality execution for assigned implementation partners through consistent project oversight, weekly project reviews, and ad hoc methodology and technical training

Additional responsibilities:

• Proactively identify risks related to time, scope, and budget, and develop mitigation strategies with clear communication plans for all stakeholders
• Conduct executive business reviews throughout implementation, presenting project status, risks, and success dependencies to senior leadership
• Understand customer use cases, define best practices, and document functional and technical requirements to meet client needs
• Partner with internal teams (Product, Engineering, Support, etc.) to ensure timely delivery of feature requests, bug fixes, and support requests
• Participate in the sales cycle as needed to define delivery approach and support SOW/proposal development
• Conduct post-mortem reviews with internal and external stakeholders to evaluate project performance
• Lead root cause analysis discussions, develop process improvement strategies, and ensure follow-through
• Drive accountability for overall project success and ensure KPIs are met

• 6-8+ years of project management experience leading complex, customer-facing technical implementations.
• Proven experience managing multiple concurrent projects in a fast-paced SaaS, cloud, or technology environment.
• Demonstrated ability to engage, influence, and present to executive and C-level stakeholders.
• Strong experience managing project scope, timelines, budgets, risks, dependencies, and escalations.
• Exceptional organizational, communication, and stakeholder management skills.
• Ability to work independently, make sound decisions, and thrive in a fast-paced environment with multiple priorities.
• Bachelor’s degree or equivalent professional experience.
• Fluent written and spoken English.

• Experience implementing CCaaS, UCaaS, contact center, telecommunications, or enterprise SaaS solutions.
• Experience supporting enterprise or multi-region deployments.
• Familiarity with API integrations and technical implementation projects.
• PMP, Agile, Scrum, or equivalent project management certification.
• Experience working with Salesforce, ServiceNow, Zendesk, Smartsheets, G Suite, and other project management tools.
• Previous experience managing implementation partners, vendors, or third-party delivery organizations.