Salesforce ITSM Project Manager

Milestone Technologies, Inc.; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Salesforce ITSM Project Manager in Bengaluru to lead end-to-end delivery of Salesforce ITSM, ITSM, and related IT operations projects.

The role focuses on governance, planning, risk management, and stakeholder alignment to achieve business outcomes within Agile and hybrid delivery frameworks. The ideal candidate has 8+ years in project management, 5+ years delivering Salesforce programs, and strong knowledge of Service Cloud, CMDB, Asset Management, and

Qualifications

• 8–12 years of Project Management experience.

Responsibilities

• Lead end-to-end Salesforce ITSM project delivery.

Skills

Project Management

Stakeholder Management

Agile & Hybrid Delivery

Budget & Risk Management

Executive Reporting

Cross-functional Leadership

Salesforce Service Cloud

ITIL Knowledge

Education

Salesforce Administrator Certification

Salesforce Service Cloud Consultant Certification

Salesforce Business Analyst Certification

PMP

PRINCE2 Practitioner

Certified Scrum Master (CSM)

SAFe Agilist

ITIL Foundation or ITIL Managing Professional

Tools

Salesforce

Jira

Job description

Salesforce ITSM Project Manager (PM)

Experience: 8-12 Years

Role Overview

The Salesforce ITSM Project Manager will lead the delivery and implementation of Salesforce-based IT Service Management (ITSM), Enterprise Service Management (ESM), Service Cloud, Agentforce, CMDB, Asset Management, and Service Catalog solutions. The role is responsible for end-to-end project delivery, stakeholder management, governance, planning, risk management, and successful execution of business outcomes while ensuring adherence to Agile and project management best practices.

Key Responsibilities

Project Management & Delivery

• Lead end-to-end Salesforce ITSM project delivery.
• Develop and manage project plans, schedules, milestones, and deliverables.
• Define project scope, objectives, assumptions, dependencies, and success criteria.
• Manage project budgets, resource plans, and utilization.
• Drive project governance and reporting.
• Ensure projects are delivered on time, within scope, and within budget.
• Coordinate cross-functional teams including Business Analysts, Architects, Developers, Testers, and Change Management teams.
• Manage project escalations and resolution of delivery challenges.

Stakeholder Management

• Serve as the primary point of contact for customer and internal stakeholders.
• Facilitate executive, steering committee, and operational governance meetings.
• Manage stakeholder expectations and communication plans.
• Present project status, risks, issues, and mitigation plans to leadership.
• Build strong relationships with business, IT, and operational teams.

Salesforce ITSM Delivery

Provide leadership and oversight for implementations covering:

• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Knowledge Management
• Major Incident Management
• Service Level Management
• Enterprise Service Management

CMDB & Service Configuration Management

• Oversee CMDB implementation initiatives.
• Ensure Configuration Item (CI) governance and lifecycle management.
• Drive Service Mapping and dependency mapping programs.
• Govern CMDB data quality, completeness, and compliance.
• Coordinate integration requirements across enterprise systems.

IT Asset Management

• Lead HAM (Hardware Asset Management) initiatives.
• Lead SAM (Software Asset Management) initiatives.
• Oversee asset lifecycle management processes.
• Support software licensing and compliance programs.
• Ensure alignment between CMDB and Asset repositories.

Service Catalog & Enterprise Service Management

• Lead Service Catalog design and implementation.
• Govern approval workflows and fulfillment processes.
• Support expansion of ITSM capabilities into enterprise functions including:
  • HR Services
  • Facilities
  • Finance Operations
  • Shared Services
  • Employee Experience Platforms

Agile Program Leadership

• Lead Sprint Planning, Reviews, and Retrospectives.
• Manage delivery roadmaps and release plans.
• Track velocity, capacity, and sprint outcomes.
• Remove delivery impediments and facilitate team collaboration.
• Ensure alignment between business priorities and delivery teams.

Risk, RAID & Governance Management

• Establish and manage RAID (Risks, Assumptions, Issues, Dependencies) logs.
• Drive risk mitigation and contingency planning.
• Ensure project compliance with organizational delivery standards.
• Conduct regular project health assessments.
• Manage change requests and scope control processes.

Quality Assurance & UAT Oversight

• Oversee test strategy and test execution activities.
• Ensure UAT readiness and completion.
• Monitor defect resolution and release quality.
• Drive deployment readiness reviews and go-live planning.
• Support hypercare and transition to support operations.

Required Qualifications

• 8-12 years of Project Management experience.
• 5+ years delivering Salesforce programs and projects.
• Experience managing Service Cloud and ITSM implementations.
• Strong understanding of ITIL-based service management processes.
• Experience delivering Agile and Hybrid projects.
• Strong stakeholder and executive management skills.
• Experience managing distributed and cross-functional teams.
• Proven experience managing customer-facing projects.

Preferred Qualifications

• Salesforce Administrator Certification
• Salesforce Service Cloud Consultant Certification
• Salesforce Business Analyst Certification
• PMP (Project Management Professional)
• PRINCE2 Practitioner
• Certified Scrum Master (CSM)
• SAFe Agilist
• ITIL Foundation or ITIL Managing Professional

Key Skills

Project Management

• Project Planning
• Schedule Management
• Budget Management
• Resource Management
• Risk Management
• RAID Management
• Executive Reporting

Salesforce

• Service Cloud
• Experience Cloud
• Agentforce
• Omni-Channel
• Einstein AI
• Knowledge Management
• Case Management
• Digital Engagement

ITSM

• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Level Management
• Knowledge Management
• Major Incident Management

CMDB

• Configuration Item Management
• Service Mapping
• Dependency Mapping
• CI Governance
• Data Quality Management

Asset Management

• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Asset Lifecycle Management
• License Management

Leadership

• Stakeholder Management
• Executive Communication
• Customer Relationship Management
• Vendor Management
• Team Leadership
• Conflict Resolution
• Negotiation

Core Competencies

• Strategic Thinking
• Program & Project Delivery
• Customer-Centric Leadership
• Governance & Compliance
• Business Transformation
• Enterprise Service Management
• Agile Delivery
• Cross-Functional Collaboration
• Executive Presence
• Continuous Improvement