Job Title

Senior Project Manager - Service Desk

Location

Noida, Uttar Pradesh (or as applicable)

Experience

10-15 years overall experience, with 5-7 years managing large-scale IT Service Desk or ITSM projects

Employment Type

Full-Time

- Job Summary

- The Senior Project Manager - Service Desk is accountable for planning, executing, and delivering mission-critical service desk initiatives across the organization. This role leads complex, multi-vendor, multi-location programs including service transitions, transformations, tool implementations, and operational excellence initiatives. The role ensures projects align with business objectives, meet SLA commitments, and drive measurable improvements in service quality and customer experience.

- Key Responsibilities

- Project & Program Management

- Own end-to-end project delivery for service desk-related initiatives, including transitions, transformations, and continuous improvement programs.

- Define project scope, governance model, success metrics, milestones, budgets, and resource plans.

- Manage project risks, dependencies, issues, and change requests with proactive mitigation strategies.

- Ensure delivery within agreed timelines, cost, and quality benchmarks.

- Develop and maintain detailed project plans, RAID logs, and dashboards.

- Service Desk & ITSM Delivery

- Lead projects across L1/L2/L3 service desk operations.

- Ensure ITIL-aligned delivery across incident, problem, change, and request management.

- Drive SLA/KPI adherence and service performance improvements.

- Partner with operations leaders to stabilize services post-transition.

- Stakeholder & Client Management

- Act as the senior escalation point for service desk projects.

- Manage relationships with customers, vendors, internal leadership, and cross-functional teams.

- Facilitate governance meetings, steering committees, CABs, and executive reviews.

- Clearly communicate project status, risks, achievements, and corrective actions.

- Process Optimization & Transformation





- Lead service desk transformation initiatives including automation, shift-left, AI/virtual agent adoption, and self-service enhancements.

- Identify and implement best practices to improve efficiency, reduce ticket volumes, and enhance CSAT.

- Drive documentation standards for SOPs, knowledge articles, and workflow processes.

- People & Vendor Management

- Lead and mentor project managers, team leads, and delivery managers.

- Coordinate with third-party vendors and offshore/onshore teams.

- Support workforce planning, demand forecasting, and skill development.

- Governance, Risk & Compliance

- Ensure compliance with organizational, security, and audit standards.

- Support internal and external audits and management reviews.

- Ensure adherence to contractual obligations and service agreements.

- Required Skills & Competencies

- Functional & Technical Skills

- Deep expertise in IT Service Desk operations and ITIL / ITSM frameworks :

- Strong experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, Jira Service Management :

- Proven experience in service transitions, organizational change, and tool implementations

- Strong understanding of service metrics, SLAs, OLAs, and CSAT frameworks

- Project Management Expertise

- Extensive experience managing large, complex IT programs

- Strong command of Waterfall, Agile, and Hybrid delivery methodologies

- Excellent risk management, dependency tracking, and governance skills

- Leadership & Communication

- Executive-level communication and presentation skills

- Solid stakeholder influence and conflict resolution abilities

- Customer-centric, outcome-driven leadership style

- Ability to lead globally distributed teams

- Educational Qualifications & Certifications

- Bachelor’s degree in IT, Engineering, Computer Science, or related field

- Preferred certifications:

- PMP / PRINCE2 / SAFe / Scrum Master :

- ITIL v3 / ITIL 4 Managing Professional :

- ITSM or ServiceNow certifications (preferred)

Qualifications

- Engineering

Range of Year Experience-Min Year

- 12

Range of Year Experience-Max Year

- 15

📌 Project Manager (Noida)
🏢 Infinite Computer Solutions
📍 Noida