IT Project Manager - Enterprise Communications

The Project Manager (PM) will lead end‑to‑end delivery of initiatives across enterprise communications platforms—covering customer notifications, omnichannel messaging (SMS, Email, Push, WhatsApp), CPaaS integrations, chatbots, and event-driven communication journeys. This role requires strong program governance, cross-functional leadership, vendor management, and hands-on delivery in regulated environments (e.g., banking/financial services).

Key Responsibilities

Delivery Leadership & Planning

• Own the project lifecycle from initiation to go‑live: scope, timelines, budget, quality, risk, and stakeholder alignment.
• Build and manage integrated plans (milestones, dependencies, critical path).
• Drive Agile ceremonies (PI Planning, Sprint Planning/Reviews) while maintaining executive-level status reporting.

Communications Platform Implementation

• Lead implementation and enhancements for communications platforms (notification engines, message orchestration, template management, audience segmentation, and triggers).
• Oversee API-led integrations with CRM, mobile apps, core banking, middleware, data platforms/CDPs, and workflow engines.
• Ensure throughput, deliverability, and SLA adherence for messaging (SMS, Email, Push, WhatsApp, in-app).

Governance, Compliance & Risk

• Establish strong governance for change control, audit traceability, and regulatory compliance (data privacy, consent management, opt-in/opt-out, archiving).
• Maintain RAID logs; proactively manage delivery risks, dependencies, and vendor SLAs.
• Coordinate security reviews (authentication, encryption, key management) and data residency constraints where applicable.

Stakeholder & Vendor Management

• Act as the single point of contact across Product, Engineering, QA, Security, Legal/Compliance, and external providers (e.g., CPaaS, email gateways).
• Facilitate executive updates, steerco forums, and vendor performance reviews; negotiate scope, timelines, and commercials when needed.
• Align delivery with business value (conversion, engagement, operational efficiency, and cost per message).

Execution Excellence

• Run structured UAT and release readiness; ensure message content accuracy, template approval workflows, and localization.
• Monitor production stability post‑launch; drive incident resolution with root-cause analysis and preventative actions.
• Continuously optimize journeys—segment targeting, trigger accuracy, throughput, cost efficiency.

Required Skills & Experience

Experience

• 8–10 years of total experience, with 4+ years leading projects in communications platforms or customer engagement (banking/FS, or large-scale digital preferred).
• Proven delivery of omnichannel messaging (SMS/Email/Push/WhatsApp), chatbots, and CPaaS integrations in complex ecosystems.
• Strong background in API-led and event-driven architectures; comfortable with JSON payloads and webhook patterns.
• Success in regulated environments with privacy, consent, audit, and records management requirements.

Technical/Tooling

• Hands-on with platforms like Twilio, Infobip, Braze, Adobe Campaign, SendGrid, Firebase , or similar.
• Agile tooling: ADO/Jira, Confluence ; documentation: Visio/Miro/Figma for workflows; BI dashboards for delivery KPIs.
• Understanding of CI/CD, release management, and basic cloud concepts (Azure/AWS/GCP) beneficial.

Delivery & Leadership Skills

• Program governance, executive reporting, vendor performance management, and budget/contract oversight.
• Excellent communication, negotiation, and stakeholder influence across business and technology.
• Structured problem-solving, data-driven decision-making, and strong ownership mindset.

Key Performance Indicators (KPIs)

• On-time/on-budget delivery and change success rate.
• Business impact: uplift in engagement/conversion, reduction in cost per message, fewer incidents/MTTR.
• Stakeholder satisfaction (NPS/CSAT), transparency and clarity of executive reporting.

Nice-to-Have (Domain-Banking)

• Experience with card communications (EPP, limit changes), onboarding and servicing journeys, collections notices, and regulatory alerts.
• Familiarity with core banking, CRM, ESB/middleware, data lake/CDP, and mobile app release cycles.
• Understanding of customer lifecycle communications, consent/legal text, and multi-language support in GCC markets.