ITSM Project Manager

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Job Summary:

We are seeking a skilled ITSM Project Manager with proven experience in implementing multiple IT Service Management platforms such as ServiceNow ITSM and / or Salesforce Service Cloud. The ideal candidate will have strong project management skills, technical knowledge of ITSM tools, and experience managing offshore teams to deliver high-quality solutions for US-based customers. This role requires excellent communication and leadership skills to coordinate across distributed teams and stakeholders.

Key Responsibilities:
Lead multiple end-to-end implementation of ITSM projects using Agentic Salesforce ITSM platform
Manage the full project lifecycle including requirement gathering, scope definition, planning, execution, and delivery.
Coordinate and lead the offshore team based in India, ensuring effective resource allocation, task management, and performance monitoring.
Collaborate closely with US customers, business stakeholders, and cross-functional teams to ensure alignment, timely issue resolution, and successful project outcomes.
Drive project delivery within agreed timelines, budgets, and quality standards.
Develop project plans, status reports, risk management plans, and communicate progress regularly to stakeholders.
Facilitate agile ceremonies and apply best practices in ITSM and DevOps processes.
Manage change requests and escalate issues as necessary to ensure minimal disruption.
Ensure compliance with ITIL standards and industry best practices throughout the implementation lifecycle.
Mentor and guide team members, promoting continuous improvement and skill development.

Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field.
PMP, ITIL Foundation (or higher), or Agile Certification preferred.
5+ years of project management experience in ITSM implementations.
Hands-on experience in implementing ServiceNow ITSM or Salesforce Service Cloud.
Strong understanding of ITIL framework and ITSM concepts.
Experience managing offshore teams supporting US clients.
Excellent verbal and written communication skills to interact with US-based stakeholders.
Proven ability to manage multiple complex projects simultaneously.
Strong analytical, organizational, and problem-solving skills.

Preferred Skills:
Experience with integration and customization of ServiceNow or Salesforce ITSM modules with ERP's, HR Tools, etc
Knowledge of Salesforce platform capabilities and / or ServiceNow scripting/configuration.
Familiarity with cloud infrastructure and SaaS models.
Ability to lead cross-cultural teams and work in a virtual, distributed environment.
Strong interpersonal skills with a collaborative leadership style.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.