Onboarding & Technical Project Manager

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Are you ready to lead seamless client onboarding and transition projects that shape exceptional first impressions?
Play a key role in shaping the customer experience, collaborating with technical and service teams across modern IT stacks.
Join a forward-thinking MSP that offers flexible work, ongoing training, and a strong culture of teamwork and growth.
We are seeking a proactive and client-oriented Onboarding & Project Manager to join our Managed Services team in Sydney, Melbourne, Auckland or Wellington.
This pivotal role is responsible for managing the end-to-end onboarding of new clients, overseeing service transition projects, and ensuring smooth integration of IT services into our ongoing support model.
This role combines structured project delivery with a strong customer success mindset to ensure a seamless, professional experience for clients joining our MSP portfolio.
You will be responsible for:
Client Onboarding & Service Transition
Act as the primary point of contact for new clients during onboarding and early-stage service delivery
Lead technical discovery sessions to capture current environments, key business requirements, and support expectations
Develop onboarding project plans, assign internal resources, and manage deliverables across technical, support, and client teams
Coordinate handover to Service Desk and Account Management teams following go-live
Document client environments in tools like IT Glue and ensure CMDB/asset registers are accurate.
Project Management
Deliver internal and external projects such as:
IT environment assessments and service takeovers
Microsoft 365 migrations
Infrastructure refresh projects
Cloud transitions (e.g., Azure/AWS onboarding)
Define project scope, manage schedules, risks, and dependencies.
Use project management tools (e.g. HaloPSA, Autotask) to maintain visibility and accountability.
Regularly communicate progress and issues with clients and stakeholders.
Work closely with Sales, Pre-Sales, Service Desk, Engineering, and vCIO teams to align onboarding with customer expectations and technical requirements.
Ensure client expectations are met or exceeded during transition and go-live phases.
Standardise onboarding frameworks and improve documentation, runbooks, and internal processes.
Gather client feedback and incorporate lessons learned into future onboarding and transition projects.
5+ years' experience in project management, onboarding, or service transition roles within an MSP or IT service provider
Strong understanding of IT service delivery including networks, Microsoft 365, cloud platforms, and endpoint management
Exceptional client relationship and communication skills
Familiarity with PSA tools (e.g. HaloPSA, ConnectWise, Autotask) and IT documentation tools (e.g. IT Glue)
Experience managing medium-sized IT projects in parallel.
Desirable Qualifications
PRINCE2, PMP, Agile or ITIL certification
Exposure to MSP RMM/PSA platforms and understanding of SLAs and support tierin
Experience managing onboarding for SME clients in industries such as legal, healthcare, manufacturing, government & education
What We Offer
A collaborative MSP environment with a strong team culture
Exposure to a variety of industries and modern IT stack
Training, certification opportunities, and clear progression paths
Flexible work arrangements and a commitment to work-life balance.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it's essential to provide a workplace where our people are engaged, challenged, successful and happy, and we've created just that! Along with an extensive range of benefits and core values to be proud of, we'll ensure you have every opportunity to make your potential, reality.
Our benefits include
Individual Performance and Development Plans
Company bonus scheme
Birthday leave
Free annual flu vaccinations
Regular social occasions at all our offices
Staff referral program
Environmentally Responsible Practices
You will find a team of enthusiastic and highly skilled members in our team who are supportive and encouraging.
If you are energetic, enthusiastic, and keen to get stuck into it - we want to hear from you!
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Job function Information Technology
Industries IT Services and IT Consulting
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