Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow.

Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT.

With Intelligent

Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Salesforce ITSM Project Manager (PM)

Experience: 8-12 Years

Role Overview The Salesforce ITSM Project Manager will lead the delivery and implementation of Salesforce-based IT Service Management (ITSM), Enterprise Service Management (ESM), Service Cloud, Agentforce, CMDB, Asset Management, and Service Catalog solutions. The role is responsible for end-to-end project delivery, stakeholder management, governance, planning, risk management, and successful execution of business outcomes while ensuring adherence to Agile and project management best practices.

Key Responsibilities

Project Management &

- Delivery

- Lead end-to-end Salesforce ITSM project delivery.
- Develop and manage project plans, schedules, milestones, and deliverables.
- Define project scope, objectives, assumptions, dependencies, and success criteria.
- Manage project budgets, resource plans, and utilization.
- Drive project governance and reporting.
- Ensure projects are delivered on time, within scope, and within budget.
- Coordinate cross-functional teams including Business Analysts, Architects, Developers, Testers, and Change Management teams.
- Manage project escalations and resolution of delivery challenges.

Stakeholder Management

- Serve as the primary point of contact for customer and internal stakeholders.
- Facilitate executive, steering committee, and operational governance meetings.
- Manage stakeholder expectations and communication plans.
- Present project status, risks, issues, and mitigation plans to leadership.
- Build strong relationships with business, IT, and operational teams.

Salesforce ITSM Delivery Provide Leadership And Oversight For Implementations Covering

- Incident Management
- Problem Management
- Change Management




- Service Request Management
- Knowledge Management
- Major Incident Management
- Service Level Management
- Enterprise Service Management

CMDB &

- Service Configuration Management

- Oversee CMDB implementation initiatives.
- Ensure Configuration Item (CI) governance and lifecycle management.
- Drive Service Mapping and dependency mapping programs.
- Govern CMDB data quality, completeness, and compliance.
- Coordinate integration requirements across enterprise systems.

IT Asset Management

- Lead HAM (Hardware Asset Management) initiatives.
- Lead SAM (Software Asset Management) initiatives.
- Oversee asset lifecycle management processes.
- Support software licensing and compliance programs.
- Ensure alignment between CMDB and Asset repositories.

Service Catalog &

- Enterprise Service Management

- Lead Service Catalog design and implementation.
- Govern approval workflows and fulfillment processes.
- Support expansion of ITSM capabilities into enterprise functions including:
- HR Services
- Facilities
- Finance Operations
- Shared Services
- Employee Experience Platforms

Agile Program Leadership

- Lead Sprint Planning, Reviews, and Retrospectives.
- Manage delivery roadmaps and release plans.
- Track velocity, capacity, and sprint outcomes.
- Remove delivery impediments and facilitate team collaboration.
- Ensure alignment between business priorities and delivery teams.

Risk, RAID &

- Governance Management

- Establish and manage RAID (Risks, Assumptions, Issues, Dependencies) logs.
- Drive risk mitigation and contingency planning.
- Ensure project compliance with organizational delivery standards.
- Conduct regular project health assessments.
- Manage change requests and scope control processes.

Quality Assurance &

- UAT Oversight

- Oversee test strategy and test execution activities.
- Ensure UAT readiness and completion.
- Monitor defect resolution and release quality.
- Drive deployment readiness reviews and go-live planning.
- Support hypercare and transition to support operations.

Required Qualifications

- 8-12 years of Project Management experience.
- 5+ years delivering Salesforce programs and projects.
- Experience managing Service Cloud and ITSM implementations.
- Strong understanding of ITIL-based service management processes.
- Experience delivering Agile and Hybrid projects.
- Strong stakeholder and executive management skills.
- Experience managing distributed and cross-functional teams.
- Proven experience managing customer-facing projects.

Preferred Qualifications

- Salesforce Administrator Certification
- Salesforce Service Cloud Consultant Certification
- Salesforce Business Analyst Certification
- PMP (Project Management Qualified)
- PRINCE2 Practitioner
- Certified Scrum Master (CSM)
- SAFe Agilist
- ITIL Foundation or ITIL Managing Professional

Key Skills

Project Management

- Project Planning
- Schedule Management
- Budget Management
- Resource Management
- Risk Management
- RAID Management
- Executive Reporting




- Governance Management

Salesforce

- Service Cloud
- Experience Cloud
- Agentforce
- Omni-Channel
- Einstein AI
- Knowledge Management
- Case Management
- Digital Engagement

ITSM

- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Service Level Management
- Knowledge Management
- Major Incident Management

CMDB

- Configuration Item Management
- Service Mapping
- Dependency Mapping
- CI Governance
- Data Quality Management

Asset Management

- Hardware Asset Management (HAM)
- Software Asset Management (SAM)
- Asset Lifecycle Management
- License Management

Leadership

- Stakeholder Management
- Executive Communication
- Customer Relationship Management
- Vendor Management
- Team Leadership
- Conflict Resolution
- Negotiation

Core Competencies

- Strategic Thinking
- Program &
- Project Delivery
- Customer-Centric Leadership
- Governance &
- Compliance
- Business Transformation
- Enterprise Service Management
- Agile Delivery
- Cross-Functional Collaboration
- Executive Presence
- Continuous Improvement

Compensation

Estimated Pay Range Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity &

- Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

Notice to Job Seekers Regarding Impersonation and Fraudulent Job Offers

It has come to our attention that unauthorized individuals and entities are impersonating Milestone Technologies, Inc. on various job boards/portals, specifically Naukri.com and Linkedin.com

Please be advised of the following official Milestone Technologies recruitment policies:

Official Communication Channels

All legitimate email communications from our recruitment team will originate ONLY from the domains: @milestone.tech. We do not use generic email services (e.g. @gmail.com, @yahoo.com, @outlook.com) or unofficial third party messaging apps to conduct formal business.

No Recruitment Fees

Milestone Technologies never requests any form of payment, "security deposit", "laptop/equipment fee", or "processing fee" at any stage of the recruitment or onboarding process. Any request for money in exchange for an interview or job offer is a scam.

📌 Salesforce ITSM Project Manager (Bengaluru)
🏢 Milestone Technologies
📍 Bengaluru