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Summary

The Regional PM Manager leads the development and oversight of project management across the region, championing the consistent adoption of delivery management standards to ensure high-quality execution, customer satisfaction, and alignment with budgetary goals. Working closely with market unit leadership, this role ensures that delivery excellence translates into tangible outcomes for clients. 

A key focus of the role is to embed a customer-centric mindset into delivery operations, enabling the effective execution of the GCS strategy within the region. By prioritizing value creation and measurable impact, the Regional PM Manager strengthens client relationships and drives long-term success. 

Success in this role hinges on close collaboration with market unit and regional stakeholders, as well as leadership within GCS. The ability to foster cross-functional alignment is essential to achieving operational efficiency and delivering results that reflect both strategic intent and customer needs. 

Essential Duties and Accountabilities

The Regional PM Manager is accountable for establishing and leading a best-in-class project delivery team within the region—one that consistently executes implementations to a referenceable standard, within financial budgets, and with a strong track record of successful customer outcomes. 

This is achieved through the disciplined use of standard implementation methodologies defined by GCS, with a sharp focus on customer satisfaction. Each project is expected to deliver measurable value, contribute meaningfully to client success, and unlock future growth opportunities by driving business demand through excellence in delivery. 

Line Management 

• Lead by example; set a high standard for project management excellence, actively developing team capabilities and fostering continuous improvement. 

• Coach and empower; support individual growth through mentoring, career planning, and personal development, while building high-performing matrix teams that are motivated and inspired to succeed. 

• Promote collaboration, autonomy, and agility within the team environment 

• Provide fair delegation to empower team members, build ownership and cultivate accountability 

• Facilitate structured career growth via development plans, feedback, and fair rewards 

• Maintain up-to-date talent profiles and support identification of key contributors and risks 

• Develop team structure and succession plans to support continuity and future growth 

• Lead coaching efforts to grow team capability and billability, fostering a culture of continuous improvement 

• Ensure team members are equipped for customer-facing roles with the appropriate expertise 

• Evaluate and enhance team effectiveness; regularly assess team performance to ensure operations are both productive and commercially viable, ensuring allocations are driving meaningful outcomes. 

• Identify and address inefficiencies and process gaps within the delivery team 

• Support efforts to balance on-shore, near-shore, and off-shore resources for cost optimisation 

• Ensure sustainable workloads across teams through equitable and transparent resourcing. 

• Forecast resource needs and plans effectively to optimize delivery performance 

• Maintain visibility of internal project allocations to support accurate capacity forecasting 

• Monitor and manage performance across the team, addressing challenges constructively 

• Proactively address team dynamics, behaviour, and performance, resolving challenges constructively 

• Maintain a balanced skill mix across disciplines to ensure successful project outcomes 

• Cultivate a high-performance culture; champion a culture of engagement, accountability, and service excellence across market units, aligning team efforts with strategic goals. 

• Promote and drive regular team communications to maintain focus, alignment, and motivation 

• Foster team development by supporting growth and maintaining high performance standards 

• Contribute to recruiting efforts and help retain talent aligned with team and company goal 

• Promote adherence to IFS policies, including code of conduct, data security, and IT protocols 

Functional and Financial Management  

• Establish and embed best practices; drive the implementation and continuous improvement of delivery enablement across the region, ensuring consistent quality and performance. 

• Anticipate technology trends and translate them into actionable improvements for delivery teams 

• Champion delivery management adoption; lead the rollout and usage of delivery management tools and methodologies, fostering alignment with GCS standards. 

• Ensure consistent execution of global practices that enable high-quality, predictable delivery outcomes 

• Maintain consistent service execution; maximize the region’s ability to deliver services reliably and effectively, monitoring risks, producing measurable outcomes that enhance customer satisfaction and success 

• Lead effective resource planning in collaboration with Service Request Managers, aligning assignments with growth plans and delivery priorities. 

• Drive business demand; proactively identify and manage customer requirements, promote upsell opportunities, and contribute to pipeline growth and sustainable business expansion. 

• Financial oversight; collaborate with market unit leadership and FP&A to plan, review, and execute financial performance assessments. 

• Performance monitoring; track and analyse key metrics across projects, market units, and regional operations to inform decision-making and continuous improvement. 

• Quarterly business reviews; lead QBRs by compiling and presenting performance insights in alignment with strategic and budgetary objectives. 

Overall Required Competence  

• Deep expertise in project management processes and methodologies, ensuring consistent and effective delivery. 

• Strong financial acumen across project, market unit, and regional operations, enabling sound decision-making and budgetary control. 

• Proven ability to build and maintain collaborative relationships across market units to achieve regional objectives. 

• Demonstrated success in fostering interdependent partnerships with industry practices and aligning with the global operating model. 

• Highly developed influence, consulting, and negotiation skills to drive strategic outcomes. 

• Effective stakeholder management across internal and external audiences. 

• Track record of successful people leadership, with the ability to manage, motivate, and coach teams to achieve performance goals. 

• Skilled in identifying training needs and implementing development plans for strategic capability building. 

• Act as Delivery Sponsor; represent delivery leadership on regional customer projects, ensuring strategic alignment and positive outcomes. 

• Committed to supporting and enabling the transformation into a true Customer Success organization by collaborating effectively with internal Customer Success teams to ensuring service delivery 

• Leverage project delivery skills and knowledge to ensure alignment with billable objectives 

• High personal integrity and the ability to earn trust across diverse stakeholder groups. 

• Proactive, hands-on approach with a strong sense of urgency and accountability. 

• Adaptable and resilient under pressure, capable of navigating ambiguity and change. 

• Comfortable operating in a fast-paced, matrixed, and culturally diverse environment. 

Essential: 

• University degree or equivalent professional qualification in a relevant technical or functional discipline. 

• Extensive experience in customer service roles, with a strong focus on client engagement and satisfaction. 

• Significant delivery experience, ideally with financial accountability and ownership of project outcomes. 

• Certified Project Management Professional (PMP) or equivalent recognized accreditation. 

• In-depth knowledge of implementation frameworks across the delivery portfolio. 

• Proven track record in strategic management, driving initiatives that deliver measurable business impact. 

• Demonstrated leadership experience, including team management, training, and career development. 

• Strong ability to engage senior stakeholders and lead strategic conversations. 

• Exceptional skills in written communication, presentation, mentoring, decision-making and prioritisation, and facilitation. 

• Salary Range:  $120,000 to $130,000 plus bonus potential
• Flexible paid time off, including sick and holiday
•  Medical, dental, & vision insurance
•  401K with Company contribution
•  Flexible spending accounts
•  Life insurance and disability benefits
•  Tuition assistance
•  Community involvement and volunteering events

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.