Project Manager

Project Manager – Global Service Desk & Global Network Operations Center (GNOC)

• Duration: 3 months - could extend to 12+
• Onsite requirement: 2-3 days/week - Richardson, Texas - Must be CURRENTLY local
• W2 ONLY - No C2C, 3rd Parties or Sponsorship
• W2 Hourly Rate:  $70 - 80

Top 3 skills:

• ServiceNow knowledge from a PM/delivery perspective — not a development or configuration role, but able to understand platform capabilities (ITSM modules, workflows, integrations) well enough to scope work, sequence a transition plan, sanity-check estimates from technical resources, and speak credibly to the platform in client conversations
• Expert-level knowledge of agile stories and planning practices (expert-level knowledge of Azure DevOps as a tool is not required, though the team uses it for stories and planning)
• Experience managing IT service desk, ITSM, or managed services transition/transformation projects

This role sits within Global Digital & Technology and leads the integration of a newly acquired business unit''s IT support operations into our Global Service Desk and Global Network Operations Center (GNOC). The acquired team is currently supported by a third-party IT provider. The role owns the project to assess current-state IT operations, define the transition plan, and integrate the team into these standardized global functions. 

The position reports directly to the Service Delivery Manager on the account and carries day-to-day project ownership, enabling the manager to focus on strategic account leadership. The client organization is large, matrixed, and politically nuanced, requiring a project manager who can navigate competing stakeholder priorities with minimal oversight. 

The organization is also moving toward a product operating model; this role should be able to operate effectively within that shift, including how planning and delivery work is structured and reported. 

Think of this as a "right hand" role: someone who can absorb context quickly, ask the right questions before being told to, and represent the account with the same judgment and polish as the person they report to. 

What You''ll Do 

• Lead the end-to-end transition project: discovery of current-state IT/service desk operations, gap analysis against the target Global Service Desk/GNOC model, transition planning, and cutover execution 

• Build and manage the project plan, RAID log, and stakeholder communications across both the acquired team and the incumbent third-party provider 

• Run structured discovery to understand ticket volumes, tooling, staffing model, SLAs, escalation paths, and any operational quirks of the acquired team''s current support model 

• Identify risks and dependencies early — anticipate operational needs of the Global Service Desk and GNOC rather than waiting to be told 

• Coordinate cross-functionally with ServiceNow/tooling teams, workforce/staffing, and knowledge transfer leads to stand up the integrated support model 

• Manage the relationship handoff from the outgoing third-party provider, including knowledge transfer and documentation capture 

• Prepare executive-ready status updates, steering committee materials, and risk escalations 

• Represent the account professionally in client-facing settings, including with senior stakeholders, when the Service Delivery Manager is not present 

• Flag issues and opportunities proactively; operate with minimal oversight once ramped 

What We''re Looking For 

Required 

• ServiceNow knowledge from a PM/delivery perspective — not a development or configuration role, but able to understand platform capabilities (ITSM modules, workflows, integrations) well enough to scope work, sequence a transition plan, sanity-check estimates from technical resources, and speak credibly to the platform in client conversations 

• Expert-level knowledge of agile stories and planning practices (expert-level knowledge of Azure DevOps as a tool is not required, though the team uses it for stories and planning) 

• Experience managing IT service desk, ITSM, or managed services transition/transformation projects 

• Comfort operating in a large, complex, politically sensitive corporate client environment 

 

 

Preferred 

• Working knowledge of Global Service Desk and GNOC operating models (staffing, tiering, escalation, SLAs/OLAs) 

• Strong owner''s mindset: naturally curious, picks up on details quickly, connects dots without needing everything spelled out 

• Sharp written and verbal communication — able to distill complexity for executive audiences 

• Track record of managing multiple workstreams and stakeholders (client, internal delivery teams, and third-party vendors) simultaneously 

• PM fundamentals: project planning, RAID management, status reporting — whether formally certified (PMP) or built through consulting experience 

Nice to Have 

• ITIL exposure or certification 

• ServiceNow certification(s) 

• Prior experience with M&A/carve-out IT integrations or vendor-to-vendor service transitions 

• Experience transitioning services off a third-party/outsourced IT provider 

• Consulting background (client-facing delivery, not just internal PM experience) 

The estimated pay range for this position is USD $70.00/Hr - USD $80.00/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.