IT Project & Implementation Manager

About the role

The IT Project & Implementation Manager turns IT strategy into delivered, adopted work. This role owns the plan, schedule, and cross-team coordination for IT initiatives, while running the service-management processes that keep the organisation within its SLAs as it grows. Reporting to the IT Manager, you will partner closely with the CAO, Operations leadership, IT assistants and technicians, vendors, and contractors to ensure work is planned, sequenced, communicated, and delivered effectively.

You will establish a structured approach to intake, prioritisation, rollout planning, service management, and operational partnership, enabling the IT Manager to focus on architecture, vendors, security, and team leadership.

Key responsibilities

• Run a single intake process for IT requests and projects and maintain a prioritised backlog agreed with the IT Manager and CAO.

• Build and maintain project plans, timelines, resource assignments, milestones, risks, and dependencies.

• Escalate early when project dates or scope are at risk.

• Publish weekly status updates and monthly portfolio summaries for leadership.

• Plan system rollouts with Operations, including timing around peak periods, pilots, cutover steps, and rollback plans.

• Coordinate user communications, training materials, go-live support, and post-launch adoption checks.

• Close projects with documented handoffs to support.

• Own the ticketing workflow, including categories, priorities, routing, and escalation paths.

• Define SLA targets with stakeholders, report performance monthly, and lead corrective actions when targets are missed.

• Run post-incident reviews for major outages and track corrective actions to completion.

• Maintain a knowledge base and standard procedures to improve first-contact resolution.

• Serve as Operations' primary day-to-day contact for IT work in progress.

• Translate operational needs into clear requirements for the IT team.

• Maintain a shared change calendar so system changes are communicated and coordinated effectively.

What we're looking for

• At least 5 years of experience managing IT or technical projects, including system rollouts to non-technical users.

• Hands-on experience running a service desk or ITSM process with defined SLAs.

• Working knowledge of IT fundamentals, including identity and access, endpoints, SaaS administration, and networking basics.

• Proficiency with a ticketing platform such as Jira Service Management, ServiceNow, Freshservice, or Zendesk.

• Experience using a project management tool such as Asana, Monday, or Smartsheet.

• Clear and concise written communication skills, with confidence presenting status updates to executives.

• A track record of working closely with an operations, logistics, or frontline team.

• PMP, CAPM, or Agile/Scrum certification is preferred.

• ITIL 4 Foundation certification is preferred.

• Experience in a quickly scaling company where processes were built rather than inherited is preferred.

• Exposure to security or compliance projects is preferred.