Project: Service Management Transformation

The IT Project Manager will lead a service management transformation initiative aimed at standardizing and enhancing IT service delivery across the enterprise. The role focuses on aligning IT operations with business objectives, improving service reliability, and driving process efficiency through ITIL-aligned frameworks and modern service management tools. Role reports to CIO.
 

• Manage end-to-end project delivery for IT service management (ITSM) initiatives, from planning through execution and transition.
• Oversee implementation or optimization of ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Define and roll out processes for Incident, Problem, Change, and Service Request Management.
• Partner with stakeholders to establish KPIs, SLAs, and reporting dashboards that measure service performance and business impact.
• Ensure adherence to governance, risk, compliance, and budget requirements.
• Streamlined service management processes that improve incident resolution times and reduce operational risk.
• Enhanced visibility into service performance through real-time metrics and dashboards.
• Elevated end-user satisfaction and improved IT/business alignment.
• Capacity to lead organizational changes associated with technology implementation, including stakeholder training, adoption, and support planning
• Leads cross-functional project teams, providing direction, support, and conflict resolution
• Facilitates effective collaboration among internal departments, external vendors, and consultants
• Ensures timely execution of tasks by assigning responsibilities and managing workloads
• Oversees vendor activities during system deployment, integration, and project delivery phases
• Serves as the primary point of contact for all project-related matters
• Maintains ongoing communication with stakeholders, providing clear updates on project status, risks, and decisions
• Conducts presentations and regular reporting for executive leadership
• Monitors deliverables to ensure they meet quality standards and regulatory requirements
• Maintains thorough documentation of project activities, decisions, changes, and lessons learned
• Conducts post-project evaluations to contribute to continuous improvement and internal best practices
• Ensures project documentation, schedules, and metrics are accurate and up to date
• Ensures ongoing alignment between project goals and organizational strategy throughout the lifecycle
• Experience with both traditional and Agile project management methodologies preferred
• Performs other duties as assigned by CIO or other appropriate person.
• Must have an active PMI-PMP certification to be considered for this role.
   

Job Requirements
 

• Bachelor’s degree in Business, Project Management, or Information Technology
• Master’s degree in Business or Project Management preferred
• Must currently be employed as a Project Manager or have held a Project Manager position within the past six (6) months, with at least six (6) years of comparable IT project management experience demonstrating the ability to lead complex projects in fast-paced or evolving environments
• Ability to travel and participate in required training, leadership development, and other events
• Must have an active PMI-PMP certification to be considered for this role.
   

Core Competencies Required
 

• Demonstrated proficiency in leading complex IT projects through all phases of the project lifecycle using formal project management methodologies (e.g., PMBOK, Agile, Waterfall)
• Excellent verbal and written communication skills with the ability to clearly present technical concepts to non-technical stakeholders, manage expectations, and foster buy-in
• Proven skill in identifying, assessing, and mitigating project risks and issues, with a focus on proactive problem-solving
• Solid understanding of enterprise IT systems, infrastructure, and integration practices sufficient to collaborate effectively with technical teams and vendors
• Willingness to adapt to evolving technologies and project needs, be accountable to and apply lessons learned to improve future project outcomes
• Commitment to ensuring all project outputs meet quality standards and comply with applicable policies, standards, and regulations
• Expertise with project management tools (e.g., Microsoft Project, Smartsheet, Jira, or equivalent) and collaboration platforms such as Microsoft 365 or Teams
• Adapts their style to suite the situation and audience. Can read the room and act accordingly
• Must be people oriented, relate well to people from diverse backgrounds, and possess respect for others.
• Must have an active PMI-PMP certification to be considered for this role.