Job Description
Role Overview:
Service Management Project Manager, a self-driven individual who would be accountable for managing & driving end-to-end ITSM programs (constituted of multiple projects). Examples of projects could be e.g. to implement various ITIL® processes utilizing tools like ServiceNow® etc., service catalog transformation, drive automation across IT services & respective technical processes etc.
Job Description:
· Collaborating with stakeholders to assess project requirements, review strategies, Drive decision, implementation, and governance.
· Managing several key/strategic projects at any given point in time preferably for ITSM
· Stakeholder Management (internal/ client) up to the Director/ VP career stage while ensuring high levels of client satisfaction.
· Handling commercial acumen i.e. Estimation, Budgeting, Earned Value Analysis, Maintaining GM & OI
· Maintaining strong business communication, presentation, and conflict management
· Maintaining and delivering quality metrics, burn down charts, progress, and status reporting at Portfolio Level
· Managing relationships & status reporting within the organization, with clients & applicable third parties
· Managing internal and external dependencies for the projects
· Create and track a plan to deliver the program goals, including the technical implementation plan.
· Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables.
· Scope (requirements)/ backlog management, quality management and risks and issues management
· Create & manage end-to-end program plans.
· Accountable for end-to-end delivery of overall project
· Accountable & lead to deliver agreed solutions with agreed quality.
Desired Skills/Requirements:
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Graduate (minimum), MBA (IT/Operations) is preferred.
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8-10 years of minimum project management experience in IT
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ITIL® or ITSM certifications preferred. PMP certification is desirable.
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Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)