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Company Overview

Trianz is an applied AI solutions company that accelerates enterprise transformation through its AI-powered "Transformation Services as a Software" model. With over 25 years of experience helping global organizations modernize technology landscapes, Trianz has evolved into a product-led, platform-driven company serving customers across Financial Services, Insurance, Healthcare, Manufacturing, Hi-Tech, and other industries.

Our Concierto platform portfolio enables end-to-end transformation through Cloud Management, IT Operations, Observability, Automation, AI, Security Operations, and Digital Modernization solutions.

Technical Program Manager ITSM Implementation

Department: Product Engineering – Concierto Manage
Location: Hyderabad / Bangalore / Chennai (Hybrid – 3 Days WFO)
Experience: 10–14 Years (5+ Years in TPM / ITSM Program Delivery)
Employment Type: Full-Time
Reporting To: Engineering Manager

Role Overview

We are seeking an experienced Technical Program Manager (TPM) to lead end-to-end ITSM implementation programs for enterprise customers on the Concierto Manage platform.

The ideal candidate will have strong experience delivering complex ITSM transformations, managing stakeholder expectations, coordinating cross-functional engineering teams, and driving successful implementations across Incident, Change, Problem, Asset, Service Request, CMDB, Discovery, and Automation workflows.

The TPM will act as the bridge between Customer Advocacy, Product Engineering, Solution Architects, and Client Success teams to ensure successful ITSM deployments, integrations, user adoption, and business outcomes.

Key Responsibilities

End-to-End ITSM Program Delivery

- Own complete lifecycle delivery of ITSM implementation programs from requirement gathering to production rollout and hypercare support.
- Translate customer business and operational requirements into implementation roadmaps, releases, milestones, and execution plans.
- Drive implementation of core ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Asset Management
- CMDB & Discovery
- Service Catalog





- Manage implementation timelines, scope, dependencies, risks, and stakeholder expectations.
- Ensure successful deployment, adoption, and transition to operations teams.

Customer & Stakeholder Management

- Serve as the primary program lead for enterprise customers during implementation engagements.
- Conduct requirement workshops, design reviews, steering committee meetings, and executive status reviews.
- Collaborate with Customer Advocacy and Client Success teams to align delivery outcomes with customer expectations.
- Provide regular status reporting, escalation management, and milestone tracking.

Solution & Technical Coordination

- Work closely with Solution Architects and Engineering teams to validate implementation designs.
- Ensure business requirements are translated into scalable ITSM workflows and automation solutions.
- Coordinate integrations with:
- ServiceNow
- JIRA
- CMDB Tools
- Monitoring & Observability Platforms
- Cloud Platforms (AWS, Azure, GCP)
- Identity & Access Management Solutions

- Drive deployment readiness and go-live planning.

Governance & Delivery Excellence

- Establish implementation governance frameworks and delivery best practices.
- Maintain RAID logs (Risks, Assumptions, Issues, Dependencies).
- Lead program reviews, implementation checkpoints, and post-implementation assessments.
- Track delivery KPIs including:
- On-time Delivery
- SLA Achievement
- Service Adoption
- Defect Leakage
- Customer Satisfaction
- Process Compliance

- Facilitate root cause analysis (RCA) and continuous improvement initiatives.

Documentation & Knowledge Management

- Create and maintain:
- Functional Design Documents
- Solution Design Documents
- Implementation Runbooks
- SOPs
- Knowledge Base Articles
- Training & Onboarding Materials

- Ensure complete implementation documentation for customer handover and support readiness.

Required Qualifications

Experience

- 10–14 years of overall IT experience.




- Minimum 5 years of experience leading end-to-end ITSM implementation or transformation programs.
- Proven track record delivering enterprise-scale ITSM projects and managed services transitions.
- Experience working with global customers across multiple stakeholders and business units.

Technical Skills

- Strong understanding of ITSM frameworks and operational processes.
- Hands-on experience with one or more ITSM platforms:
- ServiceNow
- BMC Remedy
- Freshservice
- Jira Service Management
- Ivanti

- Experience implementing Incident, Problem, Change, Request, CMDB, Asset, and Knowledge Management modules.
- Knowledge of cloud environments (AWS, Azure, GCP) and infrastructure operations.
- Familiarity with automation and orchestration technologies.
- Working knowledge of APIs, integrations, authentication, and monitoring platforms.

Program Management Skills

- Expertise in Agile, Scrum, SAFe, or hybrid delivery methodologies.
- Advanced JIRA and Confluence skills.
- Strong stakeholder management and executive communication abilities.
- Experience managing multi-vendor and cross-functional delivery teams.
- Excellent technical writing and documentation skills.

Preferred Qualifications

- ITIL Foundation / ITIL Managing Skilled certification.
- ServiceNow Implementation Specialist or Administration certifications.
- Experience in IT Operations, AIOps, Observability, or Cloud Management platforms.
- Exposure to MSP or Managed Services operating models.
- Experience managing ServiceNow transformation or migration programs.
- Knowledge of CMDB, Discovery, Service Mapping, and IT Operations workflows.

Why Join Trianz?

Lead Enterprise ITSM Transformations

Drive large-scale ITSM modernization initiatives for global enterprises.

AI-Powered Innovation

Work with Concierto Manage, combining ITSM, AIOps, Automation, and Cloud Operations on a unified platform.

Global Exposure

Collaborate with customers and teams across North America, Europe, and APAC.

Ownership & Impact

Influence product direction, delivery strategy, and customer success in a fast-moving, innovation-driven environment.

Career Growth

Join a high-growth organization where leadership, technical expertise, and execution excellence are recognized and rewarded.

📌 Technical Program Manager (Telangana)
🏢 Trianz
📍 Telangana