Senior Project Manager (Service Desk & FSO)

Lead and coordinate SD and FSO team projects, ensuring alignment with organizational objectives, customer requirements, and SLAs
Oversee a team, providing clear guidance, role assignments, and support to maximize team performance
Engage with key stakeholders to set expectations, clarify project goals, and resolve issues
Manage resource allocation, schedule workloads, and forecast project needs to optimize team productivity
Conduct regular reviews of project milestones, deliverables, and timelines, making necessary adjustments to meet objectives
Implement quality standards and project management methodologies to maintain high deliverable standards
Handle incidents and perform Root Cause Analysis (RCA) to address and prevent recurring issues
Ensure SLAs are met consistently, report metrics, and escalate risks impacting service quality
Develop and present regular progress reports, status updates, and project documentation to teams and clients
Qualifications:
8+ years in project management within service operations
Experience leading a team, with skills in coaching and team-building
Proficient in operating systems (Windows) and troubleshooting within Windows platforms
Skilled in project management tools (e.g., MS Project, JIRA) and methodologies (Agile, Scrum, Waterfall)
Strong analytical and problem-solving skills with experience in Root Cause Analysis
Familiar with ITIL framework, incident management, and service delivery processes

Preferred Qualifications:
Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification
Basic knowledge of DevOps practices and continuous integration/deployment strategies
Familiarity with cloud services (AWS, Azure, GCP) and infrastructure management
Excellent communication, interpersonal, and conflict-resolution skills
Experience with version control systems (Git, GitLab) and automated scheduling systems