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