Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Role Overview
The Service Implementation Project Manager is responsible for the end-to-end delivery of client onboarding and service implementation projects. This role combines activation coordination and formal project management responsibilities, ensuring successful delivery of projects with varying levels of complexity. The ideal candidate thrives in a fast-paced, outcome-driven environment, balancing execution-focused coordination with structured project management practices to ensure high-quality client onboarding experiences.
Job Description
· Own the successful delivery of client onboarding and service implementation projects from initiation to closure.
· Translate Statements of Work (SOWs) into actionable project plans, timelines, and deliverables.
· Manage onboarding logistics including scheduling, coordination, and execution of tasks.
· Develop and maintain project plans, schedules, and delivery forecasts.
· Apply appropriate project management rigor based on project complexity.
· Act as the primary point of contact for clients and internal stakeholders.
· Lead project meetings, status updates, and communications.
· Coordinate internal technical resources and ensure readiness for execution.
· Track tasks, actions, and deliverables to ensure deadlines are met.
· Maintain accurate project documentation, notes, and system updates.
· Proactively identify risks, issues, and blockers and drive mitigation strategies.
· Ensure all implementations are fully operationalized prior to closure.
· Validate completion of scope, QA/QC requirements, and client expectations.
· Support billing validation and ensure alignment to scope and milestones.
· Manage change requests (CRs) and ensure proper documentation and approvals.
· Identify opportunities to improve onboarding workflows and project delivery processes.
· Ensure adherence to internal KPIs, timelines, and quality standards.
· Additional responsibilities as assigned.
Success Measures (KPIs)
· On-time delivery of onboarding and implementation projects.
· Volume of successfully completed implementations.
· Quality of project delivery with minimal escalations or rework.
· Client and stakeholder satisfaction.
· Accuracy and completeness of project documentation and tracking.
· Effective management of risks, issues, and change requests.
· Alignment of delivered work to scope and billing requirements.
Qualifications
· 3–5+ years in IT project coordination, service onboarding, or project management roles.
· Experience delivering IT infrastructure or managed services projects.
· Strong understanding of project management fundamentals.
· Excellent organizational, communication, and stakeholder management skills.
· Experience with PSA tools, MS Project, or similar tools.
· MSP or IT service provider experience is preferred.
· PMP, PRINCE2, or equivalent certification is an asset.
Working Conditions
· The position requires the incumbent to work from the Jolera offices a minimum of three days per week.
· Overtime may be required at any time to meet deadlines including some hours during EST.
· Physically able to participate in training sessions, presentations, and in-person and online meetings
