G'day! We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California.

Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you

A 20+ year tech services expert of many solutions and partnerships with industry giants.
Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

About The Role

As a Senior Technical Project Manager (TPM) at ServiceRocket, you are the operational backbone of our Atlassian delivery engagements. You own every dimension of engagement health—timeline, margin, resources, forecast, and financial milestones—while maintaining the technical fluency to build and govern the Jira Plans that drive execution. You bridge the gap between business accountability and technical delivery, translating complex implementations into predictable revenue and healthy margins. You are not a coordinator; you are an owner.

What you’ll be doing

Engagement Health
- Own the end-to-end operational health of Atlassian delivery engagements: timeline, scope, resources, budget, and customer outcomes.
- Build, maintain, and actively govern the Jira Plan for each engagement—sequencing tasks, mapping dependencies, tracking milestone progress, and surfacing risks before they become delays.
- Lead weekly status reporting, steering committee updates, and QBR preparation for assigned accounts; own the health dashboard across the portfolio.
- Manage scope proactively: identify and document scope changes early, negotiate trade-offs with clients, and drive change orders to protect margin and delivery integrity.
- Serve as the primary escalation point for project-level issues; coordinate resolution across delivery, product, and customer stakeholders with clear timelines and owners.
Financial Accountability
- Own Estimated Gross Margin (EGM) for all assigned engagements: track actuals weekly against plan, identify margin risk early, and drive corrective action before the period closes.
- Maintain forecast accuracy: track time-to-revenue, milestone achievement, and resource burn against the financial plan, updated weekly so it stays current.
- Own financial milestone tracking: align delivery milestones with revenue recognition events; ensure finance has real-time visibility on all milestone statuses.
- Contribute to pre-sales: co-own SOW development with Account Executives and Architects; translate scope into billable hours, phased delivery plans, and risk-adjusted estimates.
- Generate effort estimates for new engagements, change requests, and additional scope; validate estimates with delivery leads before committing to customers.
Resource Management
- Own resource planning for assigned engagements: match consultant skills and availability to project requirements; surface staffing gaps at least 2 weeks ahead.
- Coordinate with the Manager of Service Delivery on capacity allocation and bench management across the portfolio.
- Track and report billable utilization weekly; identify underallocation or overallocation risks and recommend adjustments before they impact margin or delivery.
- Manage cross-engagement resource conflicts with transparency and data, prioritizing customer outcomes and margin health.
Governance and Standards
- Define and enforce project governance frameworks: cadence, tooling, documentation standards, RACI, decision logs, and escalation paths for each engagement.
- Lead formal retrospectives and lessons-learned sessions at engagement close; convert findings into standardized practices for the internal PMO.
- Maintain Confluence-based project documentation: status pages, risk registers, milestone trackers, and stakeholder communication plans.
- Contribute to the internal PMO knowledge repository; improve templates, processes, and accelerators based on delivery experience.
- Champion Atlassian delivery methodology within the team; use Jira and Confluence as the single source of truth for all managed engagements.
Workstream Coordination
- Coordinate across all active workstreams (Account Management, Discovery, Definition, Execution, Change Management, UAT, Review, and Platform Health) to align customer outcomes with execution.

What You’ll Bring To The Table

Required Qualifications
- 5+ years of professional experience in project management or delivery management within an IT consulting or professional services context.
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Atlassian ACP-620 or ACP-120 certification (or commitment to complete within the first 6 months).
- Demonstrated track record managing financial KPIs (EGM, OTD, and utilization) on multi-consultant engagements.
- Proven experience using Jira Plans as the primary delivery governance tool.
- Strong written and verbal communication skills in English.
- Ability to lead with accountability across diverse time zones, cultures, and geographies.
Preferred Qualifications
- PMP, PMI-ACP, CSM, or equivalent project management certification.
- Experience with Atlassian Cloud migrations and ITSM solution delivery.
- Advanced knowledge of EazyBI or similar reporting tools for portfolio-level tracking.

Perks

Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit.
Stock options: you have the opportunity to participate in the ownership of the company.
Health insurance: we support you and your family-your well-being matters.
Retirement plan/funds saving: we care about your future-your have diverse plans depending on your location.
Career pathways program: you can grow horizontally, vertically, or any way you want.
Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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