Job Summary
ITSM Project Manager - Job Description
Position Title: ITSM Project Manager (IT Service Management)
Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.
Key Responsibilities:
- Lead and manage ITSM projects from initiation to closure.
- Gather business requirements and translate them into ITSM solutions.
- Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
- Coordinate with stakeholders, technical teams, vendors, and business leaders.
- Develop project plans, schedules, budgets, and resource allocation strategies.
- Monitor project progress, risks, issues, and dependencies.
- Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
- Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Conduct status meetings and provide regular project updates to leadership.
- Drive service improvement initiatives and measure performance using KPIs and SLAs.
- Support change management and user adoption activities.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
- 5+ years of experience in IT Service Management and Project Management.
- Strong knowledge of ITIL practices and service management frameworks.
- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
- Proficiency in project management methodologies (Agile, Scrum, Waterfall).
- Strong stakeholder management and communication skills.
- Experience in risk management, budgeting, and resource planning.
- ITIL Foundation certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.
Key Competencies:
- Leadership and team management
- Problem-solving and analytical thinking
- Strategic planning
- Customer-centric approach
- Process improvement
- Vendor and stakeholder management
- Excellent verbal and written communication
Preferred Experience:
- IT infrastructure, cloud, and digital transformation projects.
- ServiceNow implementation or migration projects.
- Enterprise-scale IT operations and support environment.
- Experience managing global teams and multiple projects simultaneously.
Typical KPIs:
- SLA Compliance Rate
- Incident Resolution Time
- Change Success Rate
- Customer Satisfaction (CSAT)
- Project Delivery Within Budget and Timeline
- Service Availability/Uptime
Key Responsibilities
ITSM Project Manager - Job Description
Position Title: ITSM Project Manager (IT Service Management)
Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.
Key Responsibilities:
- Lead and manage ITSM projects from initiation to closure.
- Gather business requirements and translate them into ITSM solutions.
- Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
- Coordinate with stakeholders, technical teams, vendors, and business leaders.
- Develop project plans, schedules, budgets, and resource allocation strategies.
- Monitor project progress, risks, issues, and dependencies.
- Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
- Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Conduct status meetings and provide regular project updates to leadership.
- Drive service improvement initiatives and measure performance using KPIs and SLAs.
- Support change management and user adoption activities.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
- 5+ years of experience in IT Service Management and Project Management.
- Robust knowledge of ITIL practices and service management frameworks.
- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
- Proficiency in project management methodologies (Agile, Scrum, Waterfall).
- Strong stakeholder management and communication skills.
- Experience in risk management, budgeting, and resource planning.
- ITIL Foundation certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.
Key Competencies:
- Leadership and team management
- Problem-solving and analytical thinking
- Strategic planning
- Customer-centric approach
- Process improvement
- Vendor and stakeholder management
- Excellent verbal and written communication
Preferred Experience:
- IT infrastructure, cloud, and digital transformation projects.
- ServiceNow implementation or migration projects.
- Enterprise-scale IT operations and support environment.
- Experience managing global teams and multiple projects simultaneously.
Typical KPIs:
- SLA Compliance Rate
- Incident Resolution Time
- Change Success Rate
- Customer Satisfaction (CSAT)
- Project Delivery Within Budget and Timeline
- Service Availability/Uptime
Skill Requirements
ITSM Project Manager - Job Description
Position Title: ITSM Project Manager (IT Service Management)
Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.
Key Responsibilities:
- Lead and manage ITSM projects from initiation to closure.
- Gather business requirements and translate them into ITSM solutions.
- Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
- Coordinate with stakeholders, technical teams, vendors, and business leaders.
- Develop project plans, schedules, budgets, and resource allocation strategies.
- Monitor project progress, risks, issues, and dependencies.
- Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
- Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Conduct status meetings and provide regular project updates to leadership.
- Drive service improvement initiatives and measure performance using KPIs and SLAs.
- Support change management and user adoption activities.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
- 5+ years of experience in IT Service Management and Project Management.
- Strong knowledge of ITIL practices and service management frameworks.
- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
- Proficiency in project management methodologies (Agile, Scrum, Waterfall).
- Strong stakeholder management and communication skills.
- Experience in risk management, budgeting, and resource planning.
- ITIL Foundation certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.
Key Competencies:
- Leadership and team management
- Problem-solving and analytical thinking
- Strategic planning
- Customer-centric approach
- Process improvement
- Vendor and stakeholder management
- Excellent verbal and written communication
Preferred Experience:
- IT infrastructure, cloud, and digital transformation projects.
- ServiceNow implementation or migration projects.
- Enterprise-scale IT operations and support environment.
- Experience managing global teams and multiple projects simultaneously.
Typical KPIs:
- SLA Compliance Rate
- Incident Resolution Time
- Change Success Rate
- Customer Satisfaction (CSAT)
- Project Delivery Within Budget and Timeline
- Service Availability/Uptime
Must Have Skill
IT Service Management (ITSM),Operations Management
Good to Have Skill
Other Requirements
ITSM Project Manager - Job Description
Position Title: ITSM Project Manager (IT Service Management)
Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.
Key Responsibilities:
- Lead and manage ITSM projects from initiation to closure.
- Gather business requirements and translate them into ITSM solutions.
- Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
- Coordinate with stakeholders, technical teams, vendors, and business leaders.
- Develop project plans, schedules, budgets, and resource allocation strategies.
- Monitor project progress, risks, issues, and dependencies.
- Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
- Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Conduct status meetings and provide regular project updates to leadership.
- Drive service improvement initiatives and measure performance using KPIs and SLAs.
- Support change management and user adoption activities.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
- 5+ years of experience in IT Service Management and Project Management.
- Strong knowledge of ITIL practices and service management frameworks.
- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
- Proficiency in project management methodologies (Agile, Scrum, Waterfall).
- Strong stakeholder management and communication skills.
- Experience in risk management, budgeting, and resource planning.
- ITIL Foundation certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.
Key Competencies:
- Leadership and team management
- Problem-solving and analytical thinking
- Strategic planning
- Customer-centric approach
- Process improvement
- Vendor and stakeholder management
- Excellent verbal and written communication
Preferred Experience:
- IT infrastructure, cloud, and digital transformation projects.
- ServiceNow implementation or migration projects.
- Enterprise-scale IT operations and support environment.
- Experience managing global teams and multiple projects simultaneously.
Typical KPIs:
- SLA Compliance Rate
- Incident Resolution Time
- Change Success Rate
- Customer Satisfaction (CSAT)
- Project Delivery Within Budget and Timeline
- Service Availability/Uptime
📌 Track Lead (Support & Operations) (India)
🏢 HCLTech
📍 India