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