Itsm Project Manager

Key Responsibilities · The successful candidate should have hands-on experience of managing large, outsourced IT development / transformation , good understanding of ITSM process and procedures & identifying and implementing the productivity improvement levers, good project management knowledge including various project management methodologies – like Agile, Waterfall etc. · The candidate is also responsible for establishing operating procedures, people management, planning activities & work assignment within the span of control. · Point of Contact for quality of service and service performance provisioned to the customer, and ensuring customer’s request and demand for growth are factored into capacity plans for associated systems (as applicable) · Monitor and Assess customer feedback to identify, and address areas for improvement; establish and refine services and service delivery, ensuring consistency in quality to deliver · Support for project service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts · Maintains periodic operations (i.e. Daily Service Review [DSR], weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams respectively, and to resolve conflicts and issues · Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence) · Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks · Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required · Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed · Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities · Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery. Skills, Experiences, Knowledge · Bachelor’s degree in Business with track record as Project manager in ITSM. · Experience in Agile mode and SAFe, ITSM, ITOM, ITAM practice · Experience in migration project/program of ITSM tooling (CSM module is required). · Knowledge on security aspects within the platform and integration with multiple tools will be required. · Experiences in System Integration Testing (SIT), User Acceptance Testing (UAT), and security testing support. · Exposure to all stages of Software Development Life Cycle (Agile methodology: Scrum) · Experiences in ITSM frameworks, such as ITIL, and ensuring service delivery meets industry standards. · Good interpersonal skills, customer oriented, result-oriented, earnest with a quest and zeal to learn new technologies (micro-services, cloud native, data analysis) and undertake challenging tasks. · Preferable to have professional certifications such as CBAP, CCBA, PMI-PBA, or Agile/Scrum certifications.