ITSM Project Manager

The ITSM (IT Service Management) Project Manager is responsible for planning, executing, and delivering ITSM projects. This role involves managing cross-functional teams, coordinating with stakeholders, and driving the implementation and optimization of ITSM processes, tools, and frameworks.

Key Responsibilities:

• Project Management:

  • Plan, initiate, and manage ITSM projects, including process improvement, tool implementation, and service optimization.
  • Define project scope, objectives, deliverables, and success criteria.
  • Develop and maintain project plans, schedules, budgets, and resource allocations.
  • Monitor project progress and ensure timely delivery of milestones.
  • Identify and mitigate risks and issues throughout the project lifecycle.

• ITSM Process Implementation:

  • Lead the design, implementation, and optimization of ITSM processes such as Incident Management, Problem Management, Change Management, Service Catalog, and Asset Management.
  • Ensure alignment with ITIL best practices and organizational objectives.
  • Collaborate with stakeholders to define service-level agreements (SLAs) and operational-level agreements (OLAs).

• Stakeholder Management:

  • Act as the primary point of contact for project stakeholders, including IT teams, business units, and vendors.
  • Facilitate regular meetings to provide updates, gather feedback, and ensure alignment.
  • Manage stakeholder expectations and ensure satisfaction with project outcomes.

• Tool Implementation and Optimization:

  • Oversee the deployment and configuration of ITSM tools in ServiceNow.
  • Ensure tools are integrated with existing systems and workflows.
  • Drive adoption and training for ITSM tools among the team.

• Reporting and Metrics:

  • Track and report on key performance indicators (KPIs) and metrics related to ITSM processes and project performance.
  • Provide regular status reports to senior management and stakeholders.
  • Conduct post-project reviews to identify lessons learned and areas for improvement.

Required Skills and Qualifications:

• Education:

  • Bachelor’s degree in information technology, Computer Science, or a related field.

• Experience:

  • Proven experience as a Project Manager, preferably in ITSM or IT Operations.
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, ManageEngine.
  • Strong understanding of ITIL frameworks and best practices.

• Skills:

  • Excellent project management skills, including planning, execution, and risk management.
  • Strong analytical and problem-solving abilities.
  • Effective communication and stakeholder management skills.
  • Proficiency in project management tools (e.g., MS Project).

• Certifications (Preferred):

  • ITIL Foundation or higher certification.
  • PMP (Project Management Professional) or PRINCE2 certification.
  • Certification in ITSM tools (ServiceNow Certified Implementation Specialist).

Location: Abu Dhabi Emirate, United Arab Emirates
Work Conditions: On-site, Full-time