Program/Project Manager (Problem Manager)

We are seeking a skilled Program/Project Manager to lead and manage projects with a focus on Problem Management and ITIL best practices within our IT infrastructure. The ideal candidate will have a proven track record of overseeing complex programs and projects, driving continuous improvement, and ensuring seamless service delivery. This role involves working closely with various business and technical teams to ensure that IT services are delivered efficiently and effectively while driving continuous improvements throughout. Key Responsibilities: Project Management:

• Lead and manage multiple projects and programs related to IT service delivery, focusing on Problem Management within an ITIL framework
• Identify Opportunities for improvements to service through data analysis, team feedback and customer inputs
• Develop detailed project plans, timelines, and resource allocations, ensuring alignment with business objectives.
• Track project progress and adjust plans as needed to meet deadlines and ensure quality.
• Communicate project status, risks, and issues to senior stakeholders and leadership.

Problem Management:

• Coordinate Problem Management processes, identifying and resolving recurring
• incidents and issues.
• Work with cross-functional teams to analyze root causes and drive long-term
• solutions, reducing incidents and enhancing service reliability.
• Collaborate with IT support teams to ensure adherence to problem management
• standards.

ITIL Process Improvement:

• Champion ITIL best practices, ensuring that service management processes
• (incident, change, problem, etc.) are consistently followed.
• Continuously monitor and improve processes, tools, and workflows to enhance IT service delivery and optimize performance.
• Lead post-implementation reviews and continuous improvement initiatives to refine processes and reduce inefficiencies.

Risk Issue Management:

• Proactively identify risks, issues, and potential obstacles to project success, and implement mitigation strategies.
• Provide regular updates and recommendations to senior leadership on project risks and issues.

Stakeholder Management:

• Build and maintain strong relationships with internal and external stakeholders, ensuring effective communication and alignment of objectives.
• Manage expectations and communicate clearly about timelines, goals, and changes throughout the project lifecycle.

Reporting and Documentation:

• Prepare comprehensive project documentation, including project charters, plans, status reports, and post-mortems.
• Track key performance indicators (KPIs) related to IT service management processes and ensure compliance with service level agreements (SLAs).

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, Business
• Administration, or a related field.

Certifications:

• ITIL Foundation Certification (required).
• PMP, PRINCE2, or similar project management certification is a plus.

Experience:

• 5+ years of experience in project management, with a focus on IT service management (ITIL), and Problem Management.
• Proven experience in managing large-scale IT projects with cross-functional teams.
• Strong knowledge of ITIL best practices and experience in implementing ITIL processes in an enterprise environment.
• Experience in risk management, resource management, and stakeholder Communication.
• Change Management certification (e.g., Prosci) is a plus

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities effectively.
• Strong leadership and team management capabilities.
• Proficiency in project management tools (e.g., MS Project, JIRA, Trello, or similar).

Preferred Qualifications:

• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of Agile methodologies and their application in IT service management.
• Previous experience in an ITIL-certified environment or with IT service management tools.