Technical Project Manager – Technology Operations / Cloud / ITOM / DR

Diligente Technologies; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Diligente Technologies seeks an experienced Technical Project Manager to lead complex enterprise technology initiatives across Cloud & AIOps, Monitoring & Observability, Disaster Recovery, ITOM/ITSM, and Operations. You will drive portfolio delivery, governance, risk management, and executive reporting across infrastructure programs.

The ideal candidate has 7+ years of technical PM experience in enterprise IT, with fluency in cloud, infrastructure, IT operations, ITSM, observability, and

Qualifications

• 7+ years of technical project/program management in enterprise IT.
• Bachelor's degree in Computer Science or Information Technology or equivalent.
• Strong experience delivering programs across Cloud, Infrastructure, IT Operations, Observability, AIOps, Disaster Recovery, or IT Resilience.
• Strong ServiceNow ITSM/ITOM and CMDB governance expertise.
• Experience with ServiceNow Discovery, Service Mapping, Event Management and CMDB adoption.
• Knowledge of ITIL, Change Management, CAB, Incident/Problem/Service Management processes.
• Experience with Azure and/or GCP.
• Disaster Recovery planning and testing experience.

Responsibilities

• Lead portfolio and program delivery across Cloud & AIOps, Monitoring & Observability, Disaster Recovery, ITOM/ITSM, and infrastructure initiatives.
• Develop project scope, schedules, milestones, dependencies, governance frameworks, and delivery plans.
• Coordinate cross-functional teams across Engineering, Security, ITSM, Infrastructure, Database, Command Center, Procurement, Facilities, and vendors/MSPs.
• Manage risks, issues, dependencies, escalations, and corrective actions with structured tracking and reporting.
• Prepare executive dashboards, status reports, KPIs, and business-impact summaries.
• Lead Disaster Recovery planning and execution including BIA, recovery strategies, tabletop exercises, and audits.
• Ensure RTO/RPO objectives are documented, tested, and achieved for critical systems.
• Coordinate cloud migration, AIOps enablement, cloud cost optimization, platform onboarding, and vendor engagements.

Skills

7+ years PM experience

Cloud & IT operations

ServiceNow ITSM/ITOM

CMDB governance

Azure/GCP

Executive reporting

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow ITOM

CMDB tooling

Cloud platforms (Azure/GCP)

Job description

We are seeking an experienced Technical Project Manager to lead complex enterprise technology initiatives across Cloud & AIOps, Monitoring & Observability, Disaster Recovery, ServiceNow ITOM/ITSM, and Technology Operations. This role will drive portfolio delivery, governance, cross-functional coordination, risk management, and executive reporting across infrastructure and operational technology programs.

The ideal candidate will have 7+ years of technical project/program management experience in enterprise IT environments, strong technical fluency across cloud, infrastructure, IT operations, ITSM, observability, and resilience, and hands-on experience coordinating engineering, security, database, facilities, vendors, and managed service providers.

Key Responsibilities

• Lead portfolio and program delivery across Cloud & AIOps, Monitoring & Observability, Disaster Recovery, ITOM/ITSM, and infrastructure initiatives.
• Develop project scope, schedules, milestones, dependencies, governance frameworks, and delivery plans.
• Coordinate cross-functional teams across Engineering, Security, ITSM, Infrastructure, Database, Command Center, Procurement, Facilities, and vendors/MSPs.
• Manage risks, issues, dependencies, escalations, and corrective actions with structured tracking and reporting.
• Prepare executive-level dashboards, status reports, KPIs, and business-impact summaries.
• Lead Disaster Recovery planning and execution, including Business Impact Analysis (BIA), recovery strategies, tabletop exercises, failover testing, audits, remediation, and compliance readiness.
• Ensure RTO/RPO objectives are documented, tested, and achieved for critical systems.
• Coordinate cloud migration, AIOps enablement, cloud cost optimization, platform onboarding, and vendor engagements across Azure/GCP environments.
• Drive Monitoring & Observability adoption, tooling integrations, MSP transitions, alerting, dashboarding, and observability maturity initiatives.
• Coordinate with Command Center teams to improve operational visibility, escalation readiness, and incident communication.
• Support data center, remote office, facilities technology, hardware deployment, and infrastructure programs.
• Partner with Database Support teams on project activities, maintenance windows, capacity planning, and environment readiness.
• Track vendor/MSP deliverables, SLAs, contracts, milestones, and performance.
• Maintain portfolio KPIs and dashboards and identify opportunities for continuous improvement.

ServiceNow / ITOM / CMDB Focus

• Drive ServiceNow CMDB governance, strategy, data quality, service mapping, and configuration management.
• Coordinate CMDB onboarding for infrastructure, cloud, applications, and business services, ensuring accurate Configuration Items (CIs), relationships, and service models.
• Lead ServiceNow ITOM programs covering Discovery, Service Mapping, Event Management, and operational visibility.
• Partner with ITSM teams on ITIL-aligned Change Management, CAB activities, change risk assessments, and change success improvement.
• Integrate monitoring and observability platforms with ServiceNow Event Management to improve event correlation, proactive detection, and service health visibility.
• Drive infrastructure/cloud discovery and automation initiatives to improve CMDB accuracy and reduce manual data collection.
• Align AIOps, ITOM, Monitoring & Observability, and service correlation capabilities with operational workflows and incident response.
• Establish KPIs, dashboards, and governance frameworks covering ServiceNow ITSM/ITOM adoption, CMDB data quality, service reliability, and operational effectiveness.

Required Qualifications & Skills

• 7+ years of technical project/program management experience in enterprise IT.
• Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
• Strong experience in enterprise IT project/program and portfolio management.
• Experience delivering programs across Cloud, Infrastructure, IT Operations, Observability, AIOps, Disaster Recovery, or IT Resilience.
• Strong ServiceNow ITSM/ITOM and CMDB governance experience.
• Experience with ServiceNow Discovery, Service Mapping, Event Management, and CMDB implementation/adoption.
• Strong understanding of ITIL, Change Management, CAB, Incident/Problem/Service Management processes.
• Experience with Azure and/or GCP.
• Disaster Recovery experience including BIA, RTO/RPO, tabletop exercises, failover testing, remediation, and audits.
• Experience with Monitoring & Observability, AIOps, event correlation, alerting, dashboards, and operational visibility.
• Strong risk, issue, dependency, escalation, and stakeholder management skills.
• Experience managing vendors, suppliers, MSPs, SLAs, and contractual deliverables.
• Strong executive communication, reporting, documentation, and dashboarding capabilities.
• Ability to coordinate multiple technical teams and translate complex technical delivery into business outcomes.
• PMP, SAFe, ITIL, or equivalent certification preferred.