Manager, Client Services Project Manager

About the Role

As a Manager of Project Management at NiCE, you will lead and inspire a team of Project Managers to deliver excellence in implementing NICE Evidencentral and related cloud-based solutions. You'll oversee project execution, drive cross-functional alignment, and elevate standard practices, ensuring successful outcomes from contract award through go-live and beyond.

How You Will Make an Impact

• Lead, mentor, and develop a team of Project Managers, instilling best practices and fostering a high-performance culture (5+ years of people management experience required)
• Oversee multiple concurrent project implementations, ensuring alignment with execution plans, milestones, and client expectations
• Standardize project delivery processes-including planning, risk management, documentation, and issue resolution-across your team
• Act as the primary liaison with Sales, Solution Architects, Customer Success, Support, R&D, and Technical Account Management teams to ensure seamless handoffs and execution
• Manage resource capacity and project staffing, anticipating demand and aligning skills to delivery requirements
• Help define and monitor KPIs, drive continuous improvement, and ensure robust client communication, governance calls, and project tracking
• Guide escalation management and ensure projects meet quality, timeline, and budget commitments
• Drive Project Management input into implementation of a Professional Services Automation tool for project tracking and reporting

What We're Looking For

• Bachelor's degree in Project Management, Information Systems, Computer Science, or related field (or equivalent experience)
• PMP or relevant Project Management certification strongly preferred
• 8+ years of experience managing SaaS or technology solution delivery
• Minimum 5 years of proven people management, team leadership, and direct reports supervision
• Deep understanding of SaaS implementation lifecycles-specifically in cloud or public safety environments
• Familiarity with technical integrations to third-party systems (e.g., APIs, data exchange, and interface requirements)
• Exceptional planning, prioritization, and risk management skills
• Strong communication, stakeholder engagement, and escalation management abilities
• Collaborative mindset with a proven ability to build partnerships and align cross-functional teams (Sales, Solution Architects, Customer Success, Support, R&D) around shared goals
• Skilled at facilitating teamwork, resolving conflict constructively, and fostering open feedback and knowledge sharing across distributed teams
• Track record of driving team performance and operational excellence through metrics and coaching
• Empathetic leadership style: listens actively, builds trust, and supports team members' well-being and growth while holding high standards
• Experience with formal project planning tools (e.g., MS Project, Gantt charts) and project governance frameworks
• Willingness to travel as needed to customer locations (travel up to 25%)

NICE to Have

• Familiarity with public safety or justice systems (e.g., case management, Evidence management)