Manager - Program & Project Management Service Desk Project Manager This opportunity is with LTM Ltd for the position of Project Manager Service Desk Operations The role requires one to take end to end ownership of the assigned project which includes project planning delivery client interaction managing project operational parameters people management Risk Issue Identification Creating tracking and owning action items The role demands high level of client interaction over callsemails and chat requires an experienced candidate from same or similar field HeShe must possess good technical knowledge of Windows Networking Datacenters Virtualization and Cloud etc The candidate must be ITIL Certified experienced in adopting the ITIL methodologies The person will be responsible for providing leadership to the service desk staff with focus on delivering high quality customer service The person will be accountable for the performance of the service desk operations with respect to the SLAs agreed with the client The ideal candidate must have hands on experience of coaching mentoring and development of service desk engineers leads and SMEs The person must have excellent verbal and nonverbal communication skills Key Responsibilities Drive strong collaborative stakeholder engagement End to end responsibility of the project deliverables including SLA management KPI management RAID Risk Action Item Issue Dependencies Tracking Regular client interaction for process improvement suggestion weekly meetings discussions etc Regular interaction with internal customers ie project staff to identify people issues and address those intime Responsibility of SLA and KPI reporting and governance to ensure project performance is intact Coordinate with service desk and other resolver groups to ensure the technicalprocess issues being faced by the engineers are resolved Proactively manage and engage in process automation to improve project performance financials and dependencies on human effort Ensure continuous improvement of the project performance margins and deliverables Coordinate with the DM to assign dutiestasks for short term project activities ensuring timely completion and capturing specific observations Responsibility of Knowledge management Problem management Change and Incident management Other organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etc Performing team rewards and recognition appreciation to keep existing engineers motivated Knowledge Skills Sound knowledge of ITIL Methodologies best practices Good working knowledge of MSWord Excel PowerPoint and Outlook Visio etc Technical knowledge of technical knowledge of Windows Networking Datacenters Virtualization and Cloud etc Hands on experience of working on ITSM tools like ManageEngine ServiceNow BMC Remedy etc Must have experiencing of handling large teams with complex processes Must be able to interact effectively with other functions like HRfinancetransportops etc Ability to communicate at all levels across the business Positive understanding of project management concepts PRINCE2 or PMP certified will be a plus Should have experience in handling project financials Submitting project billing and expenses Good interpersonal skills time management and metrics management Ability to multitask and work under pressure in a high paced and changing environment Ability to identify process gaps and suggest improvements Experience Overall 812 years of experience within service deskhelpdesk 4 years of relevant experience in Project Management handling a team size of 30100 FTEs Education College degree ITIL Certification Must PRINCE2 or PMP certification is a plus

📌 Service Desk Project Manager (Bengaluru)
🏢 Larsen u0026 Toubro Infotech Ltd (LTI)
📍 Bengaluru