Job Description

The ITSM Project Manager is part of the Technology Experience Center (TEC), supporting the organization’s mission to create exceptional technology and service experiences. This role is responsible forplanning, executing, and delivering ITSM-related initiatives that improve service quality, operational consistency, and adoption of ITSM practices across the enterprise.

At Marriott, we are evolving how technology services are designed, delivered, and measured. The ITSM Project Manager plays a critical role in driving this transformation by managing cross-functional projects spanning ITSM process improvements, ServiceNow enhancements, data transparency initiatives, and organization-wide enablement efforts. This position serves as a bridge between ITSM practice owners, product teams, operational teams, and business stakeholders to ensure initiatives are delivered on time, aligned to strategy, and adopted effectively.

Candidate Profile

Education and Experience

Required:

• - Undergraduate degree or equivalent professional experience and certifications.

• - 5+ years of experience in IT project or program management.

• - Demonstrated experience delivering ITSM, service operations, or service management initiatives.

• - Experience working with ServiceNow or similar ITSM platforms.

• - Proven ability to manage cross-functional initiatives involving both technical and non-technical stakeholders.

• - Strong communication, facilitation, and documentation skills.

Preferred Skills and Expertise:

• - ITIL v4 certification or strong working knowledge of ITIL practices.

• - Experience with ITSM domains such as Incident, Problem, Change, Request, CMDB, or Service Catalog.

• - Familiarity with Agile, SAFe, or hybrid delivery methodologies.

• - Experience supporting organizational change management and enablement.

• - Ability to influence without direct authority and drive adoption of new processes and tools.

• - Strong organizational skills with the ability to manage multiple initiatives concurrently.

• - Experience delivering ITSM or Service Management initiatives in a complex, matrixed enterprise environment.

Core Work Activities

• - Lead the planning and delivery of ITSM and TEC-related initiatives, including process improvements, tool enhancements, and operational readiness efforts.

• - Develop and maintain project plans, timelines, milestones, and risk logs for assigned initiatives.

• - Partner with ITSM Practice Owners, product teams, SRE teams, Service Desk leaders, and other stakeholders to define scope, requirements, and success criteria.

• - Coordinate cross-functional teams to ensure project deliverables are executed effectively and aligned with enterprise priorities.

• - Support ServiceNow initiatives, including workflow enhancements, data quality improvements, reporting, and automation enablement.

• - Drive enablement activities such as documentation, training materials, communications, and readiness activities to support organizational adoption of ITSM capabilities.

• - Facilitate workshops, working sessions, and stakeholder reviews to gather input, confirm alignment, and drive decisions.

• - Track and report on project status, dependencies, risks, and outcomes using defined metrics and dashboards.

• - Ensure initiatives align with ITSM best practices, enterprise standards, and governance models.

• - Champion continuous improvement by identifying opportunities to streamline delivery, improve service transparency, and enhance customer experience.

• - Support change management and post-implementation reviews to ensure lessons learned are captured and applied.

Key Competencies

• - ITSM and service delivery mindset

• - Strong project and execution discipline

• - Stakeholder engagement and communication

• - Problem-solving and analytical thinking

• - Organizational change and enablement focus

• - Ability to operate effectively in a complex, matrixed environment

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.
Washington Applicants Only Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.