Track Lead (Support & Operations)
India
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Job Description
Track Lead (Support & Operations)
Coimbatore, Tamil Nadu

Job Summary

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Key Responsibilities

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Skill Requirements

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Other Requirements

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.