Job Description

About the Job

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We are seeking a highly organized and results-driven Project Manager to lead and deliver ITSM product implementation projects, preferably involving Freshworks solutions (Freshservice & Freshdesk), from initiation through completion.

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The Project Manager will ensure projects are delivered on time, within scope, and within budget while aligning implementation activities with the client's ITSM transformation goals.

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Key Responsibilities

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- Lead end-to-end Freshworks implementation projects, managing scope, timelines, risks, and resources
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- Coordinate cross-functional teams including Solution Architects, Implementation Engineers, Developers, and Business Analysts
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- Define project plans, milestones, deliverables, and timelines aligned with client objectives
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- Manage stakeholder communication, project reporting, and governance
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- Oversee requirements gathering, design workshops, and UAT sessions with clients
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- Ensure implementation activities follow ITIL processes and enterprise standards
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- Drive change management and adoption strategies for client organizations
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- Monitor project KPIs and SLAs to ensure measurable business outcomes
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- Identify and manage project risks, dependencies, and issues throughout the lifecycle
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Required Qualifications

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- Bachelor's/Master's degree in Computer Science, IT, or a related field
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- Minimum 4 years of experience managing Freshworks or other ITSM product implementations, with 8–10 years of overall IT experience
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- Solid knowledge of ITIL processes and ITSM frameworks
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- Experience with project management methodologies (Agile, Waterfall, or Hybrid)
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- Excellent communication, leadership, stakeholder management, and coordination skills
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- Proficiency in project management tools such as MS Project, Jira, Trello, or equivalent
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Preferred Qualifications

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- PMP or equivalent project management certification
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- Hands-on experience managing Freshworks implementations (Freshservice / Freshdesk)
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- Experience managing enterprise ITSM transformation projects
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- Experience coordinating technical and functional teams in client-facing environments
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Note: Candidates without prior ITSM / Freshworks implementation experience will be least preferred.

📌 Project Manager - ITSM/Freshworks Implementations (Mithiravayal)
🏢 RCK Techiees
📍 Mithiravayal