ITSM Project Manager

e& UAE; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology services company in Abu Dhabi is seeking an experienced ITSM Project Manager to plan and deliver ITSM projects. The role includes optimizing ITSM processes and managing stakeholders. Ideal candidates have a degree in IT, experience with ITSM tools like ServiceNow, and strong project management skills. Certifications like ITIL and PMP are preferred.

Qualifications

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

Responsibilities

• Plan and manage ITSM projects including process improvement and tool implementation.
• Lead the design, implementation, and optimization of ITSM processes.
• Act as the primary contact for project stakeholders and manage expectations.
• Oversee the deployment and configuration of ITSM tools in ServiceNow.
• Track and report on key performance indicators related to ITSM.

Skills

Excellent project management skills

Strong analytical and problem-solving abilities

Effective communication and stakeholder management skills

Proficiency in project management tools (e.g., MS Project)

Education

Bachelor’s degree in information technology or related field

Tools

ServiceNow

BMC Remedy

Jira

ManageEngine

Job description

The ITSM (IT Service Management) Project Manager is responsible for planning, executing, and delivering ITSM projects. The 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).