Role Overview

Service Management Project Coordinator, a self-driven individual who would be accountable for managing & driving end-to-end ITSM programs (constituted of multiple projects). Examples of projects could be e.g. to implement various ITIL processes utilizing tools like ServiceNow etc., service catalog transformation, drive automation across IT services & respective technical processes etc.

Job Description:

• Collaborating with stakeholders to assess project requirements, review strategies, Drive decision, implementation and governance

• Managing several key/strategic projects at any given point in time preferably for ITSM
• Stakeholder Management (internal/ client) up to the Director/ VP career stage while ensuring high levels of client satisfaction
• Handling commercial acumen i.e. Estimation, Budgeting, Earned Value Analysis, Maintaining GM & OI
• Maintaining strong business communication, presentation and conflict management
• Maintaining and delivering quality metrics, burn down charts, progress and status reporting at Portfolio Level
• Managing relationships & status reporting within the organization, with clients & applicable third parties
• Managing internal and external dependencies for the projects
• Create and track a plan to deliver the program goals, including the technical implementation plan
• Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables
• Scope (requirements)/ backlog management, quality management and risks and issues management
• Create & manage end-to-end program plans
• Accountable for end-to-end delivery of overall project
• Accountable & lead to deliver agreed solutions with agreed quality

3. Desired Skills/Requirements:

• Graduate (minimum), MBA (IT/Operations) is preferred
• 8-10 years of minimum project management experience in IT
• ITIL or ITSM certifications preferred. PMP certification is desirable
• Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow or Summit is preferred)
• Detail-oriented
• Thrives in collaborative environment
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language
• Ability to work with all levels of client and internal resources
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Customer-focused mindset
• Strong customer service orientation
• Passion for analyzing problems, designing creative solutions
• Comfortable with and effective use of MS Office applications specially MS Project (proficiency expected)
• Close attention to detail and accuracy
• Deadline driven and results oriented
• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind organizational change management