Job Description

We are seeking a skilled ITSM Project Manager with proven experience in implementing multiple IT Service Management platforms such as ServiceNow ITSM and / or Salesforce Service Cloud. The ideal candidate will have strong project management skills, technical knowledge of ITSM tools, and experience managing offshore teams to deliver high-quality solutions for US-based customers. This role requires excellent communication and leadership skills to coordinate across distributed teams and stakeholders.

Key Responsibilities:

· Lead multiple end-to-end implementation of ITSM projects using Agentic Salesforce ITSM platform

· Manage the full project lifecycle including requirement gathering, scope definition, planning, execution, and delivery.

· Coordinate and lead the offshore team based in India, ensuring effective resource allocation, task management, and performance monitoring.

· Collaborate closely with US customers, business stakeholders, and cross-functional teams to ensure alignment, timely issue resolution, and successful project outcomes.

· Drive project delivery within agreed timelines, budgets, and quality standards.

· Develop project plans, status reports, risk management plans, and communicate progress regularly to stakeholders.

· Facilitate agile ceremonies and apply best practices in ITSM and DevOps processes.

· Manage change requests and escalate issues as necessary to ensure minimal disruption.

· Ensure compliance with ITIL standards and industry best practices throughout the implementation lifecycle.

· Mentor and guide team members, promoting continuous improvement and skill development.

Qualifications:

· Bachelor’s degree in Computer Science, Information Technology, or related field.

· PMP, ITIL Foundation (or higher), or Agile Certification preferred.

· 5+ years of project management experience in ITSM implementations.

· Hands-on experience in implementing ServiceNow ITSM or Salesforce Service Cloud.

· Strong understanding of ITIL framework and ITSM concepts.

· Experience managing offshore teams supporting US clients.

· Excellent verbal and written communication skills to interact with US-based stakeholders.

· Proven ability to manage multiple complex projects simultaneously.

· Strong analytical, organizational, and problem-solving skills.

Preferred Skills:

· Experience with integration and customization of ServiceNow or Salesforce ITSM modules with ERP’s, HR Tools, etc

· Knowledge of Salesforce platform capabilities and / or ServiceNow scripting/configuration.

· Familiarity with cloud infrastructure and SaaS models.

· Ability to lead cross-cultural teams and work in a virtual, distributed environment.

· Strong interpersonal skills with a collaborative leadership style.