Project Manager

ValuePoint; Mumbai, Navi Mumbai; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

ValuePoint is seeking an experienced IT Service Management Lead in Mumbai to own end-to-end service delivery, ensuring SLAs and SOW deliverables across IT operations.

The role requires 4+ years in ITSM with a strong ITIL foundation, plus oversight of incident/problem management, infrastructure performance, vendor management, and security/compliance. Lead cross-functional teams and manage budgets within the project scope.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field.
• 4+ years in IT service management with 24x7 infrastructure leadership.
• ITIL v4 Foundation certification is required; COBIT or PMP preferred.

Responsibilities

• Own end-to-end service delivery, ensuring SLAs and SOW deliverables.
• Oversee ITSM lifecycle and drive root-cause analysis for major incidents.
• Monitor infrastructure operations, uptime, and performance per project docs.

Skills

Leadership

Communication

Analytical

Education

ITIL v4 Foundation

COBIT

PMP

Job description

Job Description

Key Responsibilities

• Service Management & Governance: Own end-to-end service delivery, ensuring all IT operations meet established Service Level Agreements (SLAs) and achieve SOW deliverables.
• Incident & Problem Management: Oversee the ITSM (IT Service Management) lifecycle, utilizing frameworks like ITIL. Drive root-cause analysis for major incidents to prevent recurrence.
• Infrastructure Operations: Monitor system performance, availability, and uptime across infra as per SOW, Project Documentation and Project Sign Off. Deliverables and documentation linked to Payments.
• Vendor & Stakeholder Management: Manage third-party vendors and service contracts, ensuring partners adhere to agreed-upon service standards.
• Security & Compliance: Enforce cybersecurity compliance and ensure robust business continuity and disaster recovery (DR) plans are in place for projects.
• Financial Oversight: Assist in developing and managing the infrastructure operational budget project wise.

Qualifications & Requirements

• Education: Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience: 4+ years in IT service management, with a strong background in leading 24x7 infrastructure support teams.
• Certifications: ITIL v4 Foundation (required), ITIL Managing Professional/Strategic Leader (preferred), COBIT, or PMP.
• Technical Acumen: Deep understanding of enterprise infrastructure concepts (networks, servers, storage, virtualization, security and cloud architecture).
• Core Competencies
• Leadership: Ability to motivate cross-functional teams and collaborate with senior business stakeholders.
• Communication: Exceptional client-facing and internal communication skills for conducting regular service reviews.
• Analytical: Data-driven mindset to analyze service performance metrics and implement corrective actions.