• Create and maintain a clear project plan covering all ongoing IT initiatives, including owners, dependencies, priorities, timelines, and realistic delivery dates;
• Coordinate key IT projects, including the AWS landing zone and account migrations, Zero Trust rollout, new office build-out, and Ambassador systems initiatives;
• Coordinate weekly activities across the four-person IT team, ensuring projects progress efficiently and reducing the need for constant involvement from the IT Manager;
• Support and coordinate the Service Desk relaunch, including Freshservice optimisation, process improvements, documentation, reporting, and the introduction of an AI support agent;
• Work closely with an external AI consultant and internal stakeholders to ensure successful delivery of the Service Desk programme;
• Review and structure approximately 30 existing IT KPIs, ensuring they are clearly defined, measurable, and aligned with operational and business objectives;
• Establish and maintain regular KPI tracking and reporting, providing clear visibility into IT performance, project progress, service delivery, and key areas requiring attention;
• Coordinate the Security & Compliance programme together with the fractional Security & Compliance Lead;
• Manage vendor and Customer Success Manager coordination, ensuring effective communication, follow-ups, and progress tracking across external partners.

• Proven experience managing technical projects specifically within an IT environment rather than general business project management;
• Strong understanding of IT infrastructure and cloud projects, with the ability to confidently discuss technologies and terminology related to AWS, Azure, and Microsoft 365;
• Experience coordinating multiple technical initiatives, stakeholders, dependencies, priorities, and delivery timelines simultaneously;
• Strong documentation and process-building skills, with the ability to create clear, structured processes and documentation that enable the team to operate independently.
• Strong organisational and communication skills, with the ability to drive projects forward, follow up with stakeholders, and maintain clear visibility of progress;
• Confident chairing discussions and coordinating stakeholders who may be more technically specialised; 
• An Upper-Intermediate English level or higher.

What Success Looks Like

By the end of the first 90 days, the Project Manager should have:

• Created a clear overview of all ongoing IT projects, including timelines, priorities, owners, and dependencies;
• Made it easy for the IT Manager to see what is happening, who is responsible, and when things are expected to be completed;
• Established a structure that the IT team can update and maintain independently;
• Reduced the need for constant follow-ups and manual tracking of project progress.

• Experience with ITSM and Service Desk environments, particularly Freshservice, including service management processes, reporting, workflow optimisation, or Service Desk improvement initiatives.

• Part-time engagement — 2–3 days per week;
• Initial 3-month contract, with the possibility of extension or transition to a longer-term engagement;
• A flexible schedule aligned with UK working hours.