Project and Service Manager

As a Senior Service & Project Manager, your role will involve leading end-to-end service operations, incident management, and process documentation, while also driving project delivery across cross-functional technology teams. You will be responsible for combining ITIL-driven service excellence with hands-on project leadership, excelling at major incident command, creating clear and scalable process documentation, and continually improving service reliability and stakeholder satisfaction. Key Responsibilities: - Own ITSM processes including Incident, Major Incident, Problem, Change, Knowledge, and Service Request management. - Run Major Incident Management (MIM) function, including triage, command bridge, stakeholder comms, ETA management, and post-incident review with action tracking. - Manage SLAs/OLAs, measure performance, and implement improvements to drive SLA attainment and MTTR reduction. - Partner with SRE/Engineering, Release, Security, and Product teams on stability/reliability roadmaps and risk mitigation. - Lead cross-functional projects using Agile/Hybrid methods, such as tool rollouts, service transitions, process redesign, and automation. - Define, document, and continuously enhance processes, policies, and standard operating procedures (SOPs). - Drive continuous improvement initiatives using Lean/Value Stream Mapping; quantify outcomes and benefits. - Serve as Incident Commander for P1/P2 incidents, ensuring rapid assessment, effective communication, stakeholder management, and executive briefings. - Reduce noise through trend analysis, known error management, and automation. Required Qualifications: - 10-14 years of experience in IT Service Management and Project/Program Management in enterprise environments. - Strong process documentation skills with version control and governance. - Hands-on experience with ITSM platforms and project tools. - Demonstrated success in driving cross-functional delivery across Engineering, Operations, Security, and Product. - Excellent communication, stakeholder management, and executive reporting skills. Preferred Qualifications: - Certifications in ITIL v3/v4, PMP/PRINCE2, CSM/SAFe, Lean/Six Sigma. - Exposure to SRE/DevOps practices, observability tools, and automation. Key Tools & Technologies: - ITSM: ServiceNow, Jira Service Management - Collaboration/Docs: Confluence, SharePoint, Miro, Visio/Lucidchart - Observability & Incident: Grafana, PagerDuty/Opsgenie, Statuspage - Reporting: Power BI, Excel (advanced) As a Senior Service & Project Manager, your role will involve leading end-to-end service operations, incident management, and process documentation, while also driving project delivery across cross-functional technology teams. You will be responsible for combining ITIL-driven service excellence with hands-on project leadership, excelling at major incident command, creating clear and scalable process documentation, and continually improving service reliability and stakeholder satisfaction. Key Responsibilities: - Own ITSM processes including Incident, Major Incident, Problem, Change, Knowledge, and Service Request management. - Run Major Incident Management (MIM) function, including triage, command bridge, stakeholder comms, ETA management, and post-incident review with action tracking. - Manage SLAs/OLAs, measure performance, and implement improvements to drive SLA attainment and MTTR reduction. - Partner with SRE/Engineering, Release, Security, and Product teams on stability/reliability roadmaps and risk mitigation. - Lead cross-functional projects using Agile/Hybrid methods, such as tool rollouts, service transitions, process redesign, and automation. - Define, document, and continuously enhance processes, policies, and standard operating procedures (SOPs). - Drive continuous improvement initiatives using Lean/Value Stream Mapping; quantify outcomes and benefits. - Serve as Incident Commander for P1/P2 incidents, ensuring rapid assessment, effective communication, stakeholder management, and executive briefings. - Reduce noise through trend analysis, known error management, and automation. Required Qualifications: - 10-14 years of experience in IT Service Management and Project/Program Management in enterprise environments. - Strong process documentation skills with version control and governance. - Hands-on experience with ITSM platforms and project tools. - Demonstrated success in driving cross-functional delivery across Engineering, Operations, Security, and Product. - Excellent communication, stakeholder management, and executive reporting skills. Preferred Qualifications: - Certifications in ITIL v3/v4, PMP/PRINCE2, CSM/SAFe, Lean/Six Sigma. - Exposure to SRE/DevOps practices, observability tools, and automation. Key Tools & Technologies: - ITSM: ServiceNow, Jira Service Management - Collaboration/Docs: Confluence, SharePoint, Miro, Visio/Lucidchart - Observability & Incident: Grafana, PagerDuty/Opsgenie, Statuspage - Reporting: Power