Job Description- Project Leader – IT Service Management Specialist (Intermediate)

Job Summary

The Project Leader – IT Service Management (ITSM) Specialist is responsible for leading and coordinating IT service management initiatives, ensuring efficient delivery of IT services, and driving continuous service improvement. The role works closely with business stakeholders, IT teams, and service providers to implement and maintain ITSM processes aligned with organizational objectives and industry best practices.

Key Responsibilities

• Lead ITSM projects from planning through execution and closure.
• Manage and improve ITSM processes including Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management.
• Coordinate cross-functional teams to ensure timely delivery of project milestones.
• Monitor project scope, timelines, budgets, risks, and dependencies.
• Ensure compliance with ITIL frameworks and organizational governance standards.
• Facilitate stakeholder meetings, status reporting, and project communications.
• Analyze service performance metrics and recommend improvements.
• Support implementation and optimization of ITSM tools and platforms.
• Develop and maintain project documentation, process documentation, and operational procedures.
• Identify opportunities for automation and service enhancement.
• Manage vendor and third-party service provider relationships when required.
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 4–7 years of experience in IT Service Management, IT Operations, or IT Project Management.
• Experience working with ITIL-based service management processes.
• Knowledge of ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management.
• Strong project coordination and stakeholder management skills.
• Experience in service transition, service operations, and continuous improvement initiatives.
• Excellent communication and problem-solving abilities.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Project management certification such as PMP, PRINCE2, or Agile/Scrum certification.
• Experience in large enterprise IT environments.
• Knowledge of IT governance and compliance frameworks.

Key Skills

• IT Service Management (ITSM)
• ITIL Framework
• Project Leadership
• Incident & Problem Management
• Change Management
• Service Level Management (SLA)
• Risk Management
• Stakeholder Management
• Vendor Management
• Process Improvement
• Reporting & Analytics
• Team Coordination
• Communication & Presentation Skills