IT Support Engineer 

About the company 

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.  

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.  

Join us at www.iwgplc.com 

Job Purpose

The Project Manager is accountable for the clear definition, structured delivery, and controlled execution of projects from initiation through to deployment. The role requires the ability to frame complex initiatives, establish robust governance, and manage delivery across multiple workstreams while maintaining strong stakeholder alignment.   The role requires a qualified practitioner with the ability to frame projects clearly, manage delivery through defined lifecycle stages, and operate confidently within formal governance structures.

Key Accountabilities

Project Ownership & Delivery

• Accountable for the end-to-end delivery of approved global IT P2P projects within the UK and Europe, ensuring delivery to agreed scope, schedule, cost, and quality.
• Manage projects through defined lifecycle phases, from initiation through deployment and transition to BAU.
• Ensure continued alignment to business objectives and approved investment.

Stakeholder & Matrix Management·       

• Act as the primary project lead for in-country delivery, liaising with:
• Business stakeholders across the group
• Coordinate delivery across global and regional teams, ensuring clear accountability and alignment.

Work closely with:

• Implementation teams
• Manila Helpdesk
• Group IT Network and MS Windows teams
• Third-party engineering partners
  
  

Resource & Capacity Management

• Work with Customer Technology Managers to:
  • Define resource demand, capacity requirements, and skill profiles
  • Confirm resource availability to meet agreed milestones
• Coordinate with functional teams in Manila to secure and align named resources to project plans.
• Manage resource dependencies and constraints across the delivery lifecycle.
• Project Definition & Documentation
  • Establish and maintain core project documentation in line with PM standards, including:
    • Project initiation documentation
    • Scope and delivery definitions
    • Cost justifications and financial assumptions
• Ensure documentation is controlled, current, and approved in conjunction with the Project Owner

Planning, Controls & Reporting

• Develop and maintain integrated project plans, including:
  • Gantt charts
  • Critical path analysis
  • Dependency tracking
• Monitor delivery performance against agreed baselines.
• Produce regular, accurate project status reporting, including RAG status, risks, issues, and dependencies.
• Escalate delays, risks, and exceptions to the appropriate governance forums with clear impact assessment.

Change, Risk & Issue Management

• Own and operate formal change control, assessing impact to scope, cost, schedule, and risk.
• Maintain and actively manage RAID logs.
• Implement corrective actions where delivery deviates from plan.

Transition & Operational Handover

• Manage transition to BAU, ensuring:
  • Support models are defined
  • Handover documentation is complete and approved
  • Operational teams are prepared for live service
  • Confirm project closure criteria are met and agreed.

Governance & PMO Engagement

• Participate in weekly PMO and governance forums, providing clear, fact-based updates.
• Ensure compliance with PMO standards, governance requirements, and reporting cadence.
• Required Knowledge, Skills, and Qualifications

Our ideal candidate will be a qualified Project Manager and ideally will be working in or with an IT or Operations department.

• Recognised Project Management qualification (PRINCE2 Practitioner, PMP, APM PMQ or equivalent)
• 3+ years’ experience delivering projects, ideally within IT and/or operational environments
• Proven experience managing end-to-end project lifecycles, including transition to BAU
• Experience delivering projects in a multi-national or matrix organisation
• Strong capability in planning, tracking, and controlling scope, schedule, cost, risk, and change
• Experience managing multiple concurrent projects and competing priorities
• Confident operating within formal governance and PMO frameworks
• Strong working knowledge of Jira for tracking delivery, issues, and progress
• Proficient in Microsoft Project and the wider Microsoft Office suite (Excel, Word, PowerPoint)
• Experience producing and presenting detailed project updates to senior and operational stakeholders
• Ability to translate technical terminology and delivery detail into clear, user-focused language
• Excellent English communication skills (written and verbal)
• Strong stakeholder management skills across diverse, cross-cultural teams
• Able to make evidence-based decisions and work independently with accountability
• Collaborative, delivery-focused, and comfortable in low-hierarchy environments

NOTE: This job description is not intended to be all-inclusive.  The Employee may perform other related duties to meet the ongoing needs of the organisation.