Project Manager

Prediktive; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

ITIL Certification

Project Management Certification

SaaS experience

Flexible work schedule

Job summary

Prediktive is seeking a Service Manager in the United States to lead the transition of an acquired company’s Incident, Problem, and Change Management to the client’s ITSM standards. You will coordinate infrastructure migrations and drive process alignment across Engineering, Support and Leadership teams.

The role requires 5+ years in ITSM, strong ITIL knowledge, and proven experience managing complex transitions in SaaS environments.

Qualifications

• 5+ years of experience in Service Management or ITSM.
• Proven experience leading Incident, Problem, and Change Management in software or SaaS.
• Experience managing process transitions or integrations after mergers/acquisitions.
• Technical project management experience for infrastructure migrations or service transitions.
• Strong working knowledge of ITIL and ITSM best practices.
• Experience with ITSM tooling (ServiceNow, Jira Service Management).
• Excellent written and verbal communication across technical and non-technical audiences.

Responsibilities

• Lead end-to-end transition of Incident, Problem, and Change Management into the client’s ITSM framework and tooling.
• Assess current practices, identify gaps, and build a transition plan with milestones.
• Coordinate infrastructure migrations, defining timelines, dependencies, risks, and execution.
• Own Incident Management for the acquired product line with timely detection and resolution.
• Establish root cause analysis and problem management to reduce recurring incidents.
• Implement standardized change workflows, approvals, and risk assessment for releases.
• Align stakeholders across engineering, support, and leadership during the transition.
• Create and maintain runbooks, process docs, and RACI matrices.
• Run post-transition reviews to refine processes and promote adoption.

Skills

Service Management

Incident Management

Problem Management

Change Management

Technical Project Management

Stakeholder Communication

Education

Bachelor's degree in Computer Science / Systems Engineering / Business

Tools

ServiceNow

Jira Service Management

ITSM tooling

Job description

We are looking for a Service Manager based in the U.S to work on a long-term project for one of our clients, a software company based in San Ramon, California.Our client provides cloud solutions trusted by governments worldwide to accelerate their digital transformation, deliver vital services, and build stronger communities.The person in this role will lead the transition of a newly acquired company’s Incident, Problem, and Change Management practices to our client’s standard Service Management processes and tooling.

Responsibilities

• Lead the end-to-end transition of Incident, Problem, and Change Management processes into our client's standard ITSM framework and tooling.
• Assess current Service Management practices, identify gaps against our client's standards, and build a transition plan with clear milestones.
• Technical Project Management: Lead and coordinate infrastructure migration initiatives to the new service operating environment, including project planning, timelines, dependencies, risks, stakeholder coordination, and execution through completion.
• Incident Management: Own the incident management process for the acquired product line, ensuring timely detection, escalation, communication, and resolution in line with company standards.
• Problem Management: Establish root cause analysis and problem management practices to reduce recurring incidents and drive permanent fixes.
• Change Management: Implement standardized change management workflows, approval gates, and risk assessment for releases and infrastructure changes.
• Stakeholder Alignment: Partner with engineering, support, and leadership across both organizations to align on processes, ownership, and escalation paths during the transition.
• Process Documentation: Create and maintain runbooks, process documentation, and RACI matrices for the integrated Service Management processes.
• Continuous Improvement: Run post-incident and post-transition reviews to refine processes and ensure long-term adoption.

Requirements

• 5+ years of experience in Service Management, IT Service Management (ITSM), or a related discipline.
• Proven experience leading Incident, Problem, and Change Management processes in a software or SaaS environment.
• Experience managing process transitions or integrations following mergers, acquisitions, or organizational change.
• Demonstrated experience in technical project management for infrastructure migrations or service environment transitions, including coordinating cross-functional teams, managing dependencies and risks, and driving execution against defined milestones.
• Strong working knowledge of ITIL framework and best practices.
• Experience with ITSM tooling (such as ServiceNow, Jira Service Management, or similar).
• Ability to build strong relationships and align stakeholders across newly combined or distributed teams.
• Strong written and verbal communication skills, with the ability to translate process changes into clear guidance for technical and non-technical audiences.
• Comfortable operating with ambiguity, and skilled at bringing structure and standardization to newly acquired teams.

Bonus Points

• Bachelor's Degree in Computer Science, Systems Engineering, Business, or related fields.
• ITIL Certification
• Project Management Certification
• Certification or formal training in relevant ITSM platforms.
• Experience working in SaaS environments.