Middle Project Manager (Development/Support)

N-iX is looking for a passionate, skilled, and motivated Middle Project Manager to join the team.
 

Our customer is the leading school transportation provider in North America, being the owner of more than a half of all yellow school buses in the United States. Every day, the company completes 5 million student journeys, moving more passengers than all U;S; airlines combined and delivers reliable, quality services for 1,100 school districts.

N-iX has built a successful cooperation with the client delivering a range of complex initiatives. As a result, N-iX has been selected as a strategic long-term partner to drive the digital transformation on an enterprise level, fully remodeling the technology landscape for 55,000 employees and millions of people across North America.
 

Responsibilities:

• Manage end-to-end maintenance and support projects for enterprise client, ensuring alignment with SLAs and client expectations.
• Lead and coordinate geographically distributed teams working in 24/7 system monitoring and support.
• Serve as the primary point of contact for stakeholders, maintaining effective communication and strong relationships.
• Oversee incident, problem, and change management processes in accordance with best practices.
• Monitor project progress, track performance metrics (including SLA/KPI adherence), and generate regular status reports for stakeholders.
• Facilitate the adoption and continuous improvement of Kanban and other Agile-based workflows within the team.
• Identify process bottlenecks and drive initiatives for operational improvement and increased team efficiency.
• Collaborate with technical leads to prioritize and allocate resources across projects and shifts.
• Manage escalations, resolve conflicts, and ensure critical issues or outages are addressed promptly.
• Coordinate onboarding, training, and professional development for support team members.
   

Requirements:

• Proven experience as a Project Manager, Team Lead, or similar role in maintenance, support, or IT operations projects.
• Excellent client-facing communication and relationship management skills.
• Strong knowledge of IT service management (ITSM) standards and experience managing SLA-based environments.
• Solid understanding of Kanban and other Agile methodologies for process management and improvement.
• Experience leading diverse, geographically distributed teams, ideally in a 24/7 operations environment.
• Ability to handle incident escalations, track issues, and coordinate problem resolution under tight deadlines.
• Strong analytical and organizational skills with attention to detail.
• Proactive, results-oriented, and adept at driving process improvements.
• Experience in managing at least 10 subordinates on multiple projects.
• Proven experience in project cost management, Atlassian Suit (Jira, Confluence).
• Upper-intermediate English (spoken and written).