Stratacent is seeking an experienced ITSM Project Manager to join our team and will be responsible for ensuring that the IT services organisation adheres to ITIL standards and its best practices. ITSM Manager is the owner of ITIL (Information Technology Infrastructure Library) processes. He or she creates, trains, performs tracking and reports ITIL processes. An ITSM Manager works across all the functional areas within the IT and ensures processes are implemented, followed, and aligned with business needs. The role of ITSM Manager comes with the responsibility of ensuring continual improvement of service management policies and processes.



Responsibilities:



Lead and manage ITIL-based projects, overseeing the prioritization of problems, critical incidents, planned tasks, and proactive initiatives.



Ensure that the operation management team provides appropriate resource levels for problem resolutions.



Drive steady state and continuous improvement in IT service management operations.



Participate in valuable discussions to understand requirements and improve IT service management operations.



Proactively engage with stakeholders from other departments to develop comprehensive management solutions.



Document processes, procedures, and work instructions.



Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders and senior management, aligning project goals with business objectives and ITIL frameworks.



Develop and execute comprehensive project plans, including resource allocation, schedules, risk management, and change control processes, ensuring adherence to project management methodologies.



Coordinate and collaborate with cross-functional teams, including incident management, problem management, release management, and IT service desk teams, to drive project activities and deliverables.



Utilize tools and technologies, such as Remedy, JIRA, ServiceNow or similar platforms, to streamline and automate incident, problem, and release management processes.



Monitor project progress, track key performance indicators (KPIs), and report project status, risks, and issues to stakeholders and senior management, facilitating decision-making and issue resolution.



Manage project budgets, track expenditures, and ensure efficient utilization of resources while maintaining cost-effectiveness and value delivery.



Develop and implement release management strategies, processes, and policies to ensure efficient and successful software releases.



Define release milestones, deliverables, and dependencies, and create detailed release plans and schedules.



Manage the release lifecycle, including release readiness reviews, release deployment activities, and post-release evaluations.



Lead the incident and problem management process, ensuring timely identification, classification, investigation, and resolution of incidents and problems, while minimizing business impact and adhering to service-level agreements (SLAs).



Conduct thorough root cause analysis for major incidents and recurring problems, working with relevant teams to identify underlying causes, implement preventive measures, and drive continuous improvement.



Develop and maintain incident and problem management documentation, including standard operating procedures (SOPs), incident response plans, and knowledge base articles, to enable efficient incident resolution and problem diagnosis.



Monitor incident and problem trends, metrics, and performance indicators, and provide regular reports and analysis to stakeholders and management, identifying areas for improvement and implementing corrective actions.



Coordinate with stakeholders and technologists to define agreed-upon project scope, outcomes, requirements, schedule, and resources.



Develop actionable project plans and project artifacts.



Identify, manage, and escalate project risks, issues, and roadblocks to timely delivery, as appropriate.



Skills Required:



Bachelor's degree in computer science, information technology, or a related field.



Minimum of 12 years of experience in IT project management with ITIL principles and frameworks.



Knowledge of ITSM best practices and processes, including Agile and DevOps



Proven experience in leading and managing cross-functional project teams, including internal resources, vendors, and stakeholders.



Proficiency in tools and technologies, such as ServiceNow, Remedy, JIRA, or similar platforms, for incident, problem, and release management.



Strong understanding of IT service management (ITSM) principles, change management processes, and IT governance frameworks.



Excellent project management skills, with a deep understanding of project management methodologies and best practices.



Strong leadership and communication skills, with the ability to effectively interact with stakeholders at all levels of the organization.



ITIL certifications, such as ITIL Foundation, ITIL Practitioner, or ITIL Service Manager, are highly desirable.



About Us:



Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.



We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM.



We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP.



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Benefits



Health Insurance



Vision Plan



Dental Plan



Paid Time Off



401k



Continuous Learning Program



Stratacent is an equal opportunity employer. As such, to the extent defined by federal, state, and municipal law, Stratacent will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factor protected by law.