ITSM Project Manager

Function

We’re looking for an experienced ITSM Project Manager to join our client’s organization and lead the successful setup, improvement, and implementation of IT Service Management processes. In this role, you will drive an end-to-end ITSM initiative, acting as the key link between IT teams, business stakeholders, and external partners, while ensuring alignment with strategic objectives and best practices such as ITIL.

Role and Responsibilities

• Lead and coordinate the ITSM project from initiation through delivery

• Implement and optimize ITSM processes in line with ITIL guidelines

• Define customer and stakeholder needs in close collaboration with analysts and internal teams

• Prepare and refine project proposals covering scope, approach, budget, planning, and risks

• Develop and maintain detailed project plans and ensure day-to-day project governance

• Coordinate with project teams, external vendors, and sponsors, and report progress to the PMO and stakeholders

• Guide the implementation and rollout of the ITSM tool

• Ensure all required project lifecycle documentation is created and maintained

Skills and Experience

• Proven experience as a project manager in ITSM implementations

• Hands-on experience configuring ITSM tools and service management processes

• Strong knowledge of project management methodologies, including Agile approaches

• Demonstrated expertise in ITIL v3 processes such as incident management, asset management, and service catalog management

Personal Attributes

• Strong communication skills, able to clearly convey analyses and insights both verbally and in writing

• Quality-driven mindset with a strong focus on customer-oriented service delivery

• High level of empathy for internal customer needs and stakeholder expectations

• Ability to inspire and motivate teams to achieve objectives on time and according to plan

• Structured, autonomous, and detail-oriented way of working with a pragmatic and stress-resistant approach

• Strong alignment with values such as safety, reliability, accountability, and collaboration