Senior Project Manager

Senior Project Manager

Call Centre / Vendor‑Led Service Implementation

Location: Ottawa, ON (Hybrid/Remote may be considered)

Contract Period: ASAP – November 2026

Extension: Possible (option year)

MUST HAVE: Government of Canada - Secret Clearance

Role Overview

We are seeking a Senior Project Manager to support the implementation of a new call centre service delivered through a third-party vendor and in collaboration with another government department. This role is client-facing and advisory in nature, supporting internal stakeholders to ensure work is properly scoped, governed, and delivered in alignment with Task Authorizations (TAs) and procurement requirements.

The successful candidate will act as a trusted partner to internal clients, helping validate vendor inputs, clarify scope and deliverables, and ensure information being provided is accurate, complete, and legitimate.

Key Responsibilities

• Lead and support the planning and delivery of a call centre solution (including Call Centre as a Service – CCaaS) implemented by an external vendor
• Work closely with internal clients to:
• Define, review, and refine Task Authorizations , statements of work, and deliverables
• Validate vendor-provided information, assumptions, timelines, and progress
• Ensure work is clearly defined, achievable, and aligned with business needs
• Coordinate across multiple parties, including internal stakeholders, partner departments, and vendors
• Provide governance, risk, and issue management throughout the project lifecycle
• Track deliverables, milestones, and dependencies to ensure commitments are met
• Prepare clear status reports, briefings, and decision materials for senior stakeholders
• Support procurement-aligned delivery, ensuring compliance with established processes and controls

Required Qualifications

• 8+ years of experience as a Senior Project Manager
• Demonstrated experience managing or implementing:
• Call centre solutions , service desk platforms, or CCaaS environments and/or
• Projects delivered through Task Authorizations, contracts, or procurement frameworks
• Strong experience working with vendors and third parties , including validating scope and deliverables
• Experience supporting internal clients in complex, multi‑stakeholder environments
• Excellent communication, stakeholder management, and advisory skills
• Ability to work independently with minimal oversight

Assets

• Experience in a Government of Canada or broader public sector environment
• Experience with service transitions, operational readiness, or vendor-managed services
• Familiarity with IT-enabled service delivery models