Project Manager

Altera Digital Health is seeking a motivated and detail-oriented Project Manager to join our Service Delivery Management (SDM) team. This is an exciting opportunity for an internal candidate who is passionate about client success, operational excellence, and driving measurable business outcomes. The Project Manager will serve as a key liaison between our clients and internal teams, ensuring the highest standards of service delivery while contributing to the company's growth and profitability.

Key Responsibilities

Client Relationship & Service Delivery Management

• Serve as a primary point of contact for assigned client accounts, building trusted, long-term relationships
• Manage and monitor contracted service delivery to ensure all commitments are met
• Achieve and maintain a 95% client retention rate by proactively addressing client needs and concerns

Project & Task Management

• Oversee end-to-end project delivery, ensuring 100% on-time delivery against agreed deadlines
• Track and manage all work against the client's Statement of Work (SOW)
• Professionally manage scope creep by guiding clients through the formal change request process
• Ensure all assigned Client Success Initiatives are fully implemented with success criteria met and signed off by stakeholders
• Review and update the Weekly Project Summary Report, tracking monthly hours utilized by task and team

Financial & Budget Management

• Manage monthly budget submissions and forecasting through the Clarity portal, including cost plan creation, reconciliation of forecasted vs. actual units, and submission for approval
• Review and approve team timesheets weekly, handling discrepancies promptly
• Monitor contracted growth metrics monthly and coordinate overage invoicing as needed
• Review monthly EBITA and financial files, updating the Monthly Ops Tracker before the 20th of each month

SLA & Compliance Management

• Achieve 95% or higher monthly SLA/OLA adherence across all assigned accounts
• Prepare, maintain, and update monthly SLA documentation and trackers
• Monitor SLA breaches, obtain remediation plans from responsible teams, and document findings
• Monitor major incidents for assigned clients, coordinating with GMS resources for testing and validation as needed

Contract & Account Management

• Maintain centralized, up-to-date contract documentation for all assigned accounts
• Track contract end dates and proactively coordinate extensions with AVPs and AOEs before expiration
• Support AVPs in proposing additional services to clients during contract negotiations
• Develop and maintain RACI matrices and escalation matrices in accordance with contract requirements, reviewing and updating them regularly

Business Development & Growth

• Actively identify 1-2 upsell and cross-sell opportunities per cycle by listening for client challenges during service delivery interactions and escalating leads to the appropriate sales or account management channels
• Contribute toward a 15% increase in referenceable accounts by delivering exceptional client experiences

Innovation & Continuous Improvement

• Deliver 1-2 AI projects with measurable, quantifiable impact (e.g., minimum 10% reduction in time spent on specific tasks)
• Identify and implement process improvements derived from customer feedback each quarter
• Pursue and complete project management certification and relevant training to enhance professional skills

Required Qualifications

• Proven experience in project management, service delivery, or a client-facing operations role
• Strong understanding of contract management, SLA/OLA frameworks, and financial tracking
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization
• Excellent communication and interpersonal skills with the ability to build trust at all stakeholder levels
• Proficiency in project management tools and reporting platforms
• Experience with timesheet management and budget forecasting processes

Preferred Qualifications

• Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification

Key Competencies

• Business Acumen – Understands the financial drivers of the business and makes decisions that support revenue, cost efficiency, and EBITA goals
• Customer Focus – Consistently places the client experience at the center of all decisions and actions
• Managing & Measuring Work – Sets clear goals, tracks progress rigorously, and holds self and others accountable to outcomes
• Process Management – Identifies inefficiencies and implements structured improvements
• Strategic Agility – Anticipates future opportunities and adapts approach to meet evolving client and business needs
• Innovation Management – Embraces new technologies and approaches to drive continuous improvement