The Senior IT Service Management Project Manager is responsible for executing the multi-project in the international and multi-culture environment to achieve the ITSM project objectives and optimum results, in compliance with the requirements formulated in the requirement, in terms of quality, performance, cost, delivery and security.

He / She is accountable for maintaining the progress and the productive interactions of the project stakeholders, managing Regional and Global resources, to reduce or eliminate the overall risk of failure of the project, bringing added values, acting globally, thinking locally but respecting Core Model concept.

He / She is also in charge of liaising regularly with the project sponsor, project committee and PMO to provide the relevant level of reporting and information required for decision-making.

Roles & responsibilities:

Sodexo ITSM context:

One common platform for all Regions and Global

Core Model in place (respecting Regions specificity)

Governance Global and Regional Process Owners

International environment, respecting Regional and Global needs with Core Model of ITSM Solution

Complex technological environment

Ability of advising, consulting, and guiding on ITSM Processes

Higher pace of environment changes

Increased scope and complexity: large projects with cross-organizational components

Stakeholders multiplicity with various organizations (IS&T; Global and regional, external vendors)

Be able to influence stakeholders, drive decision making and animate committee meetings

Guidelines for project management

Community of practice PM in the ITSM area

ITIL knowledge proven in the expert and PM experience

Agile knowledge

Adherence to costs and budget

Time constraints and pressure to deliver

Change management mindset

Main ITSM IS&T; Processes:

Incident Management

Service Request Management

Change and Release Management

Problem Management

Knowledge Management

Service Catalogue

Service Level Agreement

Continues Process Improvement

Interaction with other IS&T; Process designed in the overall Process Map of Sodexo IS&T; including CMDB

Tool and Methods

SoUnified Ivanti tool (but not limited to it) to be learnt from the configuration and processes standards in Sodexo





Tool as a Core Model to be a continuously extended and improved with respect of Regions and Global needs

Core Model scope extension or improvement in the cooperation with ITSM Community (Global Process

Owners and Regional Process Owners) and Quality, Performance & Governance both as a Governance body

Methods existing as part of Global ITSM to be followed.

4. Main assignments Indicate the main activities / duties to be conducted in the job.

PROJECT PLANNING

- Review the project Initiation Document (PID) to ensure accuracy at the start of the project
- Formulate an adapted multi-projects plan to reach the objectives and benefits within the defined frame:

Refine the project business case if required

Refine the project scope, schedule, activities, milestones and main expected deliverables

Refine the project budget if required

Identify detailed project team, resources and allocation

Engage stakeholders and define roles and responsibilities

Define a communication strategy between project stakeholders and set up project governance and instances

Define and indicate applicable quality procedures (issue management, risk management, escalation management, deliverables acceptance)

Highlight project interdependencies with other projects

PROJECT EXECUTION MANAGEMENT

Organize and hold project execution kick-off meeting,

Ensure commitment to the project from project team members, customers, or stakeholders

Execute the project plan from planning to closing

Organize, coordinate, and lead the project team and activities

Manage resources, develop schedules and individual responsibilities to perform project activities

Pilot and manage project costs and budget

Supervise suppliers in charge of project activities,



manage relationships with the suppliers (from signature of the contract to final validation of the project or activity deliverable)

Supervise and monitor project progress against project plan

Coordinate, summarize and ensure the quality of issued approvals and deliverables

Advise on possible modifications of objectives, completion constraints or environment changes

Analyze and manage project risks and issues, implement risk management plan

PROJECT CLOSING

Close the project and submit final deliverables with a formal handover to the RUN teams

COORDINATION AND REPORTING

Coordinate the activities of all project team members

Ensure the circulation and distribution of information regarding project management

Mediate in the event of any differences between the team and other stakeholders

Use project management tool to track performance and schedule adherence

Keep the stakeholders notified of project milestones and evolution through regular project status report

Work with and report to program manager to manage project interdependencies

Provide regular updates on project status, risks, progress and KPIs to the Portfolio Management Officer

KNOWLEDGE MANAGEMENT

Help to create and promote the organizational culture of project management

Act as an advocate for best practices in project management

Required Skills:

10 years of experience

ITIL certified, at least Foundation V3

Project Management certified or proven projects managed in international environment

Expert in ITSM applications (Ivanti, ServiceNow, BMC, etc.)

Expert level of Ivanti application in ITSM area will be in plus

Bachelors degree or above in IT related topic; Computer Science, Computing / Electronics Engineering or MIS

5 years experience in IT including process quality and performance management

Fluent in English

Open-minded, positive thinking, collaborative, valuable team spirit ambassador

Innovative, resourceful, self-motivated, and autonomous

Structured, well organized but presenting ability to work in a changing environment

Efficient in communication and knowledge sharing skills

Able to build effective motivated teams and drive results in the international environment with complex multi-culture organization

Can-do attitude and service-oriented

📌 Senior ITSM Process and Project Manager (Gurugram)
🏢 Sodexo
📍 Gurugram