Project Manager

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