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Senior Project Manager/Service Delivery Manager (Remote)

We’re looking for a Senior Project Manager to join our team.

Who we are

Since 2001, we’ve delivered and hosted nearly 1,000 websites and online systems. But we’re more than a digital agency - we use creative thinking, digital innovation and collaborative problem-solving (and 20 years of know-how) to help our clients communicate better with their audiences and achieve their goals.

We’re looking for a Senior Project Manager to join our Project Management Office (PMO). You’ll ideally have 3+ years experience delivering projects and ongoing service contracts involving websites based on Drupal, Wordpress, WooCommerce, Joomla, Ibexa and/or custom/bespoke PHP-based solutions.

What we need

As a Senior PM / Service Delivery Manager you’ll have the opportunity to ensure our success in delivery with a high degree of efficiency and quality, in a variety of end-to-end projects.

You may have worked in a variety of industries and should be able to perform all steps of an end-to-end project, both on technical and administrative tasks, like guiding UX and Design teams towards solutions that reduce technical debt, while meeting CIVIC’s and our clients high quality standards, solving technical problems, managing team performance, and controlling service quality.

The main tasks of this role include managing projects, fixing reliability issues, tracking service metrics, managing budgets, leading the project delivery process, maintaining strong customer relationships and improving our services to maintain customer satisfaction.

As a Senior PM, you’ll also be required to perform technical tasks, like collecting requirements and transforming them into specifications for the development team, troubleshooting technical issues, coordinating and participating in the content delivery process and performing administrative tasks, like preparing timeplans, managing tasks, managing team performance, and raising invoices.

To be a successful Senior PM, you should demonstrate strong accountability, leadership and team working skills. You should also demonstrate excellent communication and computing skills.

What’s your role?

  • Ensuring that all projects are delivered on-time, within scope and within budget
  • Managing client contracts including new development, call-offs (retainers), hosting, maintenance and support
  • Defining, reviewing and signing-off any deliverables and outputs before they are shared with clients or internal / external teams
  • Leading interdisciplinary project delivery teams, managing conflicts, and ensuring the team's processes and tasks are carried out efficiently
  • Setting up priorities based on requirement analysis and creating tasks for internal teams, including the design process, development, quality assurance, content population, training of content editors, maintenance and support of websites / solutions
  • Working closely with Software Engineers and Web Developers to agree and confirm requirements, approaches, estimates and timescales
  • Liaising with external collaborators / suppliers to agree on budget, scope, timings, deliverables and invoicing schedules, whenever needed
  • Fostering client relationships and investigating possible new opportunities / extensions of contracts
  • Reviewing projects on our internal CRM and ensuring everything is set-up properly - timesheets are kept up-to-date and invoices are raised timely and correctly
  • Contributing to the creation of proposals (requirements, budget, timescales)
  • Remaining organised and meeting deadlines, while working in parallel on a large number of projects
  • Determining ways to reduce costs without sacrificing customer satisfaction

Essential skills

  • 3+ years experience in a similar position (preferably in a digital agency)
  • Strong knowledge of all dimensions of the end-to-end CMS based development process (UX, design, accessibility, requirements gathering, requirements management, reviewing, planning etc.)
  • Strong project management skills, including great understanding of all project stages and dependencies to ensure required information is collected and disseminated appropriately (both internally and externally)
  • Strong knowledge of Drupal and WordPress features (including major plugins) and super admin capabilities
  • Proven experience in working closely with technical / development teams
  • Proven experience in creating and contributing to functional specifications
  • Ability to translate business / client requirements into project requirements and refining these into manageable, clear tasks for the development team
  • Understanding of industry / market trends
  • Proven experience using Office tools, in order to create and format documents, spreadsheets, presentations etc.

Desirable skills

  • Bachelor (or higher) degree in business-related and/or computing field
  • Agile or Scrum certification
  • Understanding / working knowledge of HTML and CSS
  • Familiarity with popular online tools used for the provision of services, like MailChimp, OpenEmm etc.
  • Familiarity with online tracking / analytical tools, like Google Analytics, Google Tag Manager, Google Search Console, Matomo, Hubspot, Hotjar etc.
  • Knowledge / understanding of User Experience (UX) Design concepts and best practices
  • Knowledge / understanding of Accessibility concepts and best practices
  • Understanding of framework / tendering processes
  • Experience and understanding of JIRA projects, boards and Service Desk
  • Experience delivering projects on popular PHP frameworks, like Symfony or Laravel

Soft skills

  • Strong communication and organisation skills
  • Ability to work on several competing priorities in a fast-paced environment
  • Highly efficient with strong time management skills
  • Pro-activeness to provide assistance, guidance and support across clients and team members
  • Excellent leadership and customer service skills
  • Accountability, teamwork and attention to detail

What we’re offering

  • Competitive salary
  • Company pension contribution and salary sacrifice options
  • Private healthcare
  • 35 days of annual leave and your birthday off
  • Fully remote and flexible working arrangement
  • Company laptop / equipment
  • Generous training and personal development
  • A friendly work environment where you are encouraged to share your experience, learn from others and further develop your career
  • Company meet-ups in Greece  (yes, we do love the sunshine!)

How to apply

CIVIC is an equal opportunities employer and welcomes applicants from all backgrounds and communities irrespective of age, disability, gender, sexual orientation, ethnicity and religion or belief. All our hires are made on skills and merit.

Please let us know if you have an impairment and require reasonable adjustments during the recruitment process.

Send your CV and Cover letter to 

Note: only candidates with a suitable profile will be contacted for further discussions about the position.