Project Manager - Incident, Problem & Change Management

Job Description – IT Service Management Project Manager

Client: Wells Fargo
Job Title: Project Manager – Incident, Problem & Change Management
Locations: Iselin, NJ / Charlotte, NC / Irving, TX
Work Model: Hybrid
Number of Positions: 2 (Immediate Hiring)
Rate: $60 on W2
Visa Requirements: U.S. Citizen, H-1B, and H-4 EAD

Position Overview

Wells Fargo is seeking an experienced IT Service Management Project Manager to oversee and drive Incident, Problem, and Change Management processes within a dynamic enterprise IT environment.

The ideal candidate will have strong hands-on experience managing major incidents, coordinating with production support teams, communicating with senior leadership, and driving continuous service improvements. This role requires excellent stakeholder management, analytical, and communication skills, along with a solid understanding of ITIL frameworks and ServiceNow.

Key Responsibilities

• Define, maintain, and ensure consistent execution of Incident Management processes, procedures, and policies.

• Conduct real-time business impact assessments during incidents and communicate associated risks, service disruptions, and customer impacts to relevant stakeholders.

• Act as the central point of contact for production support teams, business stakeholders, and senior leadership during major incidents.

• Provide accurate, timely, and structured incident updates to senior management and business partners.

• Lead and coordinate major incident management activities, ensuring timely escalation and effective resolution.

• Drive Problem Management activities, including root cause analysis (RCA), post-incident reviews (PIRs), and tracking corrective and preventive actions.

• Apply Change Management practices to ensure controlled and stable remediation while minimizing the risk of recurring incidents.

• Ensure effective integration and alignment across Incident, Problem, and Change Management processes.

• Monitor incident trends, analyze operational data, and identify opportunities for continuous service improvement (CSI).

• Develop, maintain, and enhance dashboards and performance reports covering key metrics such as Mean Time to Resolve (MTTR), incident trends, service availability, and operational stability.

• Ensure adherence to ITIL best practices, risk management requirements, and enterprise governance frameworks.

• Promote awareness and provide guidance or training to teams on Incident Management processes and procedures.

• Escalate incidents to appropriate technical support teams, vendors, and third-party service providers whenever required.

• Ensure service management processes remain aligned with business objectives and operational requirements.

Required Qualifications

• 4–5 years of experience in IT Service Management, with a strong focus on Incident, Problem, and Change Management.

• Strong understanding of ITIL frameworks, including ITIL v3 or ITIL 4.

• Hands-on experience with ServiceNow, particularly Incident, Problem, Change, and Reporting modules.

• Proven experience managing major or high-severity incidents in complex enterprise IT environments.

• Strong understanding of Change Management controls and their role in minimizing recurring incidents and improving service stability.

• Experience in data analysis, operational reporting, dashboard creation, and performance monitoring.

• Excellent verbal and written communication skills, including the ability to provide clear and concise executive-level updates.

• Strong stakeholder management, coordination, escalation, and decision-making skills.

• Ability and willingness to provide support during weekends and outside regular business hours, as required.

Preferred Qualifications

• Previous experience working within financial services, banking, or other highly regulated environments.

• ITIL Foundation certification or higher.

• Experience supporting 24x7 enterprise IT operations and production support environments.

• Exposure to enterprise risk management, governance, and control frameworks.

• Experience coordinating cross-functional teams during critical production incidents.

Critical Success Factors

• Major Incident Leadership: Ability to lead high-severity incident situations with composure, accountability, and a strong focus on service restoration.

• Stakeholder Communication: Excellent communication skills with the ability to influence and coordinate stakeholders at all organizational levels, particularly under pressure.

• Operational Excellence: A data-driven approach to identifying operational gaps, improving service performance, and driving continuous improvement.

• Risk and Governance: Strong understanding of risk, controls, and service stability requirements within an enterprise environment.

• Change Governance: Ability to balance rapid incident recovery with disciplined change management practices to prevent future disruptions.

Interested candidates with relevant ITSM, Major Incident Management, and ServiceNow experience are encouraged to apply.