IT Software Project Manager / Operational Project Manager (Application Support & Client-Facing)

IT Software Project Manager / Operational Project Manager (Application Support & Client-Facing) Location: Oakland, CA Job Summary We are seeking an experienced IT Software Project Manager / Operational Project Manager to lead end-to-end management of application support operations and projects. This client-facing role involves overseeing a team of 10-15 members, managing incidents, coordinating with multiple stakeholders, and ensuring high-quality service delivery. The ideal candidate will drive operational excellence, incident resolution, and project execution while maintaining strong client relationships. This position combines project management with operational leadership in a dynamic IT environment, focusing on application stability, incident management, and continuous improvement. Key Responsibilities Project & Operational Leadership :

Take full ownership of projects from initiation to closure, including planning, resource allocation, execution, monitoring, and delivery.

Manage day-to-day application support operations, ensuring systems availability and performance.

Team Management :

Lead, mentor, and manage a team of 10-15 members (support engineers, analysts, and specialists).

Assign responsibilities, monitor performance, provide feedback, and support professional development.

Incident & Problem Management :

Oversee incident lifecycle: identification, investigation, resolution, communication, and post-incident reviews (root cause analysis).

Act as a point of escalation for critical incidents and ensure adherence to SLAs.

Drive problem management to prevent recurrence of issues.

Stakeholder & Client Management :

Serve as the primary client-facing point of contact - build and maintain strong relationships.

Communicate effectively with diverse stakeholders (clients, internal teams, vendors, and executives).

Provide regular status updates, manage expectations, and handle escalations professionally.

Service Delivery & Process Improvement :

Manage SLAs with internal/external teams and third-party vendors.

Implement and improve ITIL-based processes (incident, problem, change management).

Monitor KPIs, generate reports, and drive continuous service improvement.

Risk, Issue & Change Management :

Identify, track, and mitigate project risks and issues.

Manage change requests and ensure minimal disruption to operations.

Reporting & Compliance :

Prepare weekly/monthly status reports, dashboards, and performance metrics.

Ensure compliance with quality standards, security policies, and regulatory requirements.