ITSM Project Manager

Overview

Stratacent is seeking an experienced ITSM/ Tech Project Manager to join our team and will be responsible for ensuring that the IT services organisation adheres to ITIL standards and its best practices. The Tech Manager is the owner of ITIL (Information Technology Infrastructure Library) processes. He or she creates, trains, performs tracking and reports ITIL processes. The Manager works across all the functional areas within the IT and ensures processes are implemented, followed, and aligned with business needs.

The role includes ensuring continual improvement of service management policies and processes.

• Lead and manage ITSM/ITIL-based projects, overseeing the prioritization of problems, critical incidents, planned tasks, and proactive initiatives.
• Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders and senior management, aligning project goals with business objectives and ITIL frameworks.
• Experience in lead planning and/or management of projects and participation in the design and/or testing phases; experience with ITSM software (Helix ITSM / Remedy BMC / Service Now knowledge preferred).
• Experience facilitating the definition of project missions, goals, tasks, and resource requirements; resolve or assist in the resolution of conflicts within and between projects or functional areas; develop methods to monitor project or area progress; provide corrective supervision if necessary.
• Set and meet realistic deadlines, forecast changes and communicate current and projected issues; constantly updating all relevant internal and external stakeholders.
• Experience of managing project financials and revenue forecasting.
• Demonstrable experience of managing projects throughout the entire project lifecycle: bid reviews, scoping, data collection, analysis, solutions/controls and documentation.
• Familiarity with ITSM and BMC Product suite a plus.
• PMI Project Management Professional (PMP) certification or other formal training in Project Management methodology (PRINCE 2 Practitioner).
• Lead the cultivation of good working relationships and information flow with groups internal and external to the project teams, such as Product Management, Sales, Support and customers.

• Minimum of 12 years of experience in IT project management with ITIL principles and frameworks.
• Thorough understanding of software development life cycles as well as agile project management and software development methodologies.
• Professional, high energy, strong technical aptitude, diplomatic, decisive, strong negotiator, independent, flexible, detail-oriented, and agent of change.
• Knowledge of ITSM best practices and processes, including Agile and Dev Ops.
• Proven experience in leading and managing cross-functional project teams, including internal resources, vendors, and stakeholders.
• Proficiency in tools and technologies, such as Service Now, Remedy, JIRA, or similar platforms, for incident, problem, and release management.
• Proficiency in MS Office and MS Project is mandatory.
• Strong understanding of IT service management (ITSM) principles, change management processes, and IT governance frameworks.
• Excellent project management skills, with a deep understanding of project management methodologies and best practices.
• Strong leadership and communication skills, with the ability to effectively interact with stakeholders at all levels of the organization.

• Bachelor's degree in computer science, information technology, or a related field.
• ITIL certifications, such as ITIL Foundation, ITIL Practitioner, or ITIL Service Manager (Good to have).
• Valid CAPM, PMP or Prince2 certification (nice to have).

Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centers and offices in New York City, India, London and Canada. We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provide services/ solutions around Cloud Services, Data and Analytics, Automation, Application Development, Service Management and Cyber Security.

We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS, GCP and BMC. (To learn more: ).

• Health Insurance
• Vision Plan
• Dental Plan
• Health Saving Account (HSA)
• Paid Time Off and Vacations
• 401K Plan
• Continuous Learning Program

Stratacent is an equal opportunity employer. As such, to the extent defined by federal, state, and municipal law, Stratacent will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factor protected by law.