Senior Project Manager - ITSM

Job summary

The role involves designing and implementing ITSM solutions and operating models within large enterprise environments. The manager will facilitate stakeholder workshops and translate business needs into technical ServiceNow configurations.

Job details

Qualifications And Experience Minimum seven (7) years of experience consulting on and delivering IT Service Management (ITSM) solutions in large, complex enterprise environments, including process design, implementation, configuration, and operational support. Minimum five (5) years of hands-on ServiceNow experience, including configuration, customization, administration, and implementation of ITSM modules and platform capabilities. Proven experience facilitating stakeholder workshops, conducting business process reviews, and gathering requirements to translate business and operational needs into ServiceNow solution designs and technical configurations. Experience assessing current-state processes and developing future-state ITSM operating models, governance frameworks, process improvements, and service management best practices. Proven ability to develop and deliver training materials, user guides, operational procedures, knowledge-transfer sessions, and support documentation for business and technical stakeholders. Excellent written, verbal, facilitation, and stakeholder engagement skills. Demonstrated ability to work independently and collaboratively within diverse, cross-functional project teams.

What you’ll do

The role involves designing and implementing ITSM solutions and operating models within large enterprise environments. The manager will facilitate stakeholder workshops and translate business needs into technical ServiceNow configurations.

Requirements

Candidates need at least seven years of ITSM consulting experience and five years of hands-on ServiceNow implementation. Strong skills in process improvement, documentation, and cross-functional collaboration are required.

Listed skills

• Project management · Preferred
• Requirements gathering · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management (ITSM)
• ServiceNow
• Process Design
• Stakeholder Engagement
• Business Process Review
• Requirements Gathering
• Governance Frameworks
• Technical Configuration
• Training Development
• Operational Support
• Project Management
• Knowledge Transfer

Job areas

• Technology
• Consulting
• Management & Leadership
• Software
• Data & Analytics