Project Manager - ServiceNow (14-20 yrs)

Job Description for PM ServiceNow :

- Delivery Manager with overall around 14+ years of experience specializing in IT Service Management (ITSM) will be responsible for ensuring the effective delivery of IT services to meet business needs.

- Delivery Manager should be involved in managing service performance, ensuring customer satisfaction, and driving continuous improvement in service delivery or ITSM processes.

- Collaborate with various teams to ensure services are delivered efficiently, meet quality standards, and align with organizational goals.

- Be able to provide leadership to one or more Support teams and manage timely incident resolution for the client.

- Be a Servant Leader: ability to provide leadership and coaching to the team, mentoring and facilitating cross team collaboration to ensure success of the project.

- A self-starter, passionate and go-getter in adapting and applying proven strategic project management skills in increasing project success and help deliver IT services of high business value to the clients.

Responsibilities :

- Organize, manage, and lead application production support team(s) in a fast-paced 24/7 environment.

- Oversee application performance, ensuring seamless operations and timely issue resolution.

- Lead and oversee the Incident Management process, from initial response to root cause analysis (RCA) and resolution to minimize business disruptions, ensure continuity and enhance service quality.

Qualifications :

Basic Qualifications :

- Bachelor's degree in Computer Science, Information Technology or a similar discipline with a clear analytical bias.

- Minimum 8+ years of relevant experience in IT Service Management, or a related role.
- Strong knowledge of IT Service management: processes and best practices.

- Proven experience with ITSM frameworks and tools (e.g., ITIL, ServiceNow, BMC Helix, JIRA Service Management).

- Solid understanding of software development life cycle models as well as expert knowledge of both Agile and traditional project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment.

- Advanced proficiency in MS Office tools including MS Excel, MS Word, and MS PowerPoint.

- Strong critical and analytical thinking ability to solve complex and ambiguous problems and troubleshooting.

- Excellent communication and interpersonal skills to influence your stakeholder and manage expectations.

Preferred Qualifications :

- Master's degree in Information Technology, Computer Science, Business Administration, or a related field.

- Experience in managing IT services in a large, complex organization.

- Experience with cloud-based service delivery models.

- Advanced knowledge of ITSM tools and platforms (e.g., ServiceNow, BMC Helix).

- Experience in vendor and contract management.

- ITIL- Foundation/Intermediate or PRINCE2- Certification.

- Basic understanding of Scaled Agile Framework concepts.

- Certified in project management and agile practices. PMP or PMI-ACP certification is a plus.

- Basic understanding of AI/ML concepts, Cloud Computing fundamentals.

- Experience managing AI/ML projects or programs.