Senior Project Manager

About the Opportunity

At Provident CRM, you’ll work with leading CRM technologies and passionate experts to help businesses transform their customer engagement. You'll be empowered to lead change, influence delivery excellence, and grow professionally in a collaborative and fast-paced environment.

Role Summary

Provident CRM is seeking a seasoned Senior Project Manager with a strong background in CRM solution delivery to lead our project portfolio and embed best-in-class project governance. This role will drive successful implementation of CRM platforms (e.g., SugarCRM, Monday) across diverse industries, ensuring exceptional client outcomes, internal alignment, and continuous improvement across all deliveries. This is an exciting opportunity for a project leader who thrives in delivery-focused roles, values collaboration, and is motivated by driving meaningful outcomes through technology.

Key Responsibilities

• Lead end-to-end delivery of complex CRM implementation projects across multiple clients, ensuring scope, timelines, and budgets are tightly managed.
• Coordinate internal consultants, developers, and client-side stakeholders to ensure alignment and timely execution.
• Translate client business requirements into delivery plans that align with CRM platform capabilities.
• Establish and enhance processes, including standardised project planning templates, risk registers, and reporting dashboards.
• Monitor project pipeline and resource allocation to ensure high team utilisation while maintaining delivery quality.
• Collaborate with department leads and project managers to forecast demand, identify capacity constraints, and balance workloads.
• Produce regular utilisation reports and make data-driven recommendations for improvements in resourcing strategy.
• Manage the active project portfolio and enforce consistent methodologies and KPIs across all delivery teams.
• Serve as a strategic delivery lead with key clients, ensuring transparency, trust, and high-value outcomes.
• Mentor and guide members of the delivery team, promoting best practices and agile thinking.
• Support onboarding and training of new team members on delivery standards.
• Contribute to internal knowledge sharing sessions and retrospectives to drive organisational learning.

Skills and Experience

Essential

• 10+ years in project management roles, with at least 5 years in a leadership capacity within a CRM, SaaS, or consultancy setting.
• Hands-on experience delivering CRM or customer engagement.
• Strong grasp of business processes in Sales, Marketing, and Customer Service, and how CRM enables them.
• Deep understanding of both Agile and Waterfall delivery, with the ability to tailor approaches as needed.
• Advanced skills in project reporting, budgeting, risk management, and stakeholder facilitation.

Desirable

• Previous experience in a CRM implementation consultancy or software vendor.
• Proficiency with project tools like Asana, Jira, Monday.com, or similar.
• Familiarity with data migration, integration projects, or customer success frameworks.

Qualifications

Bachelor’s degree in Business, Information Systems, or related discipline. PMP, PRINCE2, or Agile (Scrum Master, SAFe) certification strongly preferred. CRM platform certifications (SugarCRM, MondayCRM) are a plus.

Key Competencies

• Strategic delivery mindset with commercial awareness.
• High emotional intelligence and client-facing presence.
• Structured, scalable approach to problem-solving.
• Change management and stakeholder alignment.
• Resilience under pressure and comfort in ambiguity.