Digital Project Manager

About Tangent

At Tangent we work with large enterprises from IWG plc to SAP & UK Power Networks, to build future-ready digital experiences, products and capabilities.

We’re a 100 strong agency working across strategy, consultancy, design, engineering and project management with offices in London, Valencia, Cape Town, Lahore, Cairo and Poznan.

What you'll be doing

As our Managed Services Project Manager, you will set up and manage a dedicated support desk for our website and infrastructure support contracts.

Acting as the primary support contract for clients, you'll collaborate with the development team to address issues promptly and effectively. You'll develop ITIL-compliant processes for incident, problem, change management, and service request fulfilment and embed these within the delivery team.

Specifically, you will be working closely with the delivery and the technical teams to manage the following key areas:
Service Design
- Creating proposals, planning and costing support agreements.
- Service level management - Defining Service Level Agreements and reporting methodology.
- Capacity management - You will support the Devops team on system capacity reporting and planning capacity (scaling up/down of infrastructure).
- Supplier management - Relationship management with 24/7 support and development resource partners.

Service Transition
- Transition planning & service - Planning transition of systems to the support team.
- Change management & control - Internal & external change management, including approvals and documentation.
- Release & deployment management - Scheduling rollout, planning rollbacks, and management of release bridges.
- Knowledge management - Creation and maintenance of internal and external runbooks.

Service Operation
- Availability management - Uptime reporting of support systems and downstream dependencies.
- Vulnerability management - Scheduling and reporting of patching based on CVSS and agreed SLAs with clients.
- Service Level Management - Managing, and reporting on SLAs for clients, including uptime, response time, target resolution time etc.
- Incident Management - This will include the management of unplanned incidents from start to resolution, including reporting and scheduling of corrective & preventative actions.
- Resource and budget management - forecasting, managing and resourcing work effectively and delivering within agreed budgets.

What we are looking for

We're looking for someone with a proven track record in delivering similar services. You should be ITIL qualified and have at least 3 years of experience in a similar role, preferably in a digital agency or IT services environment. The ability to manage multiple projects simultaneously is crucial, as are excellent communication and strong analytical and problem-solving skills. Experience in resourcing and managing teams is also important.

Must haves for this role:

- ITIL Foundation certification
- Experience working with complex systems.
- Experience implementing monitoring, logging and alerts
- Experience delivering periodic reports for core SLA and system health
- Excellent organisation and project management skills
- Ability to manage multiple projects simultaneously
- Strong understanding of website, native apps and infrastructure support
- Excellent verbal and written communication skills
- Experience with incident management and reporting
- Strong analytical and problem-solving abilities
- Demonstrated experience in leading and managing teams
- Experience with service management tools (e.g., ServiceNow, Zendesk, Jira Service Desk) is preferred
- Familiarity with Agile methodologies and tools.
- Patching management knowledge
- Experience working with clients and internal technical stakeholders.
- Basic understanding of core Cloud Providers and key services.Experience working with remote teams and third parties

Bonus points if you have experience in

ISO 27001

Life at Tangent

At Tangent we understand _people _- designing user-centric products and creating high-performing teams.

We are truly committed to protecting our most important asset, the _planet _. Always seeking to improve our digital footprint and lower carbon emissions.

We make decisions with a _purpose _in mind. Producing work that is measurable, considered and will drive clients’ businesses forward.

Our strategy is underpinned by our 4 core values:

- Always ask questions
- Listen more than speak
- Own your areaStrive for better

What we offer

We work hard to make sure Tangent is not only a fun place to work but also provides a platform for you to grow.

100% remote working
We understand life is about balance, that’s why we provide the flexibility you need to work in a way that suits you best. You are welcome to work 100% remotely or hybrid from our London, Newcastle. Lahore, Cape Town or Valencia office.

Global socials and parties
There’s always a social in the works at Tangent - all designed to help you form friendships w