Job Description- Project Leader (IT Service Management Specialist)

Job Summary

The Project Leader – IT Service Management (ITSM) Specialist is responsible for leading IT service management initiatives, driving process improvements, and ensuring the effective delivery of IT services across the organization. This role manages ITSM projects, collaborates with stakeholders, and promotes best practices based on ITIL and other service management frameworks.

Key Responsibilities

IT Service Management

• Lead the implementation, enhancement, and governance of ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
• Ensure IT services are delivered in accordance with agreed service levels and business requirements.
• Monitor and analyze service performance metrics and recommend improvements.
• Develop and maintain ITSM policies, procedures, and process documentation.

Project Leadership

• Plan, manage, and execute ITSM-related projects and service improvement initiatives.
• Define project scope, timelines, deliverables, risks, and resource requirements.
• Coordinate activities across IT teams, business stakeholders, and vendors.
• Track project progress and provide status updates to management.

Process Improvement & Governance

• Identify opportunities to improve service quality, operational efficiency, and customer satisfaction.
• Conduct process reviews, audits, and compliance assessments.
• Drive continuous service improvement initiatives and best practices.
• Support IT governance and compliance requirements.

Stakeholder Management

• Act as a key point of contact for ITSM-related initiatives and service improvements.
• Facilitate workshops, meetings, and communications with stakeholders.
• Manage expectations and ensure alignment between IT services and business needs.
• Support change management and user adoption activities.

ITSM Tools Administration

• Support the implementation, configuration, and optimization of ITSM platforms.
• Work with tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar solutions.
• Develop dashboards, reports, and service performance metrics.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5–8 years of experience in IT Service Management, IT Operations, or IT Project Management.
• Strong understanding of ITIL processes and service management principles.
• Experience leading ITSM projects and service improvement initiatives.
• Knowledge of service management tools and reporting frameworks.

Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
• Project Management certifications such as PMP, PRINCE2, Agile, or Scrum.
• Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar ITSM platforms.
• Experience in governance, compliance, and audit environments.

Key Skills & Competencies

• IT Service Management (ITIL)
• Project Leadership and Coordination
• Process Improvement and Continuous Service Improvement (CSI)
• Stakeholder Management
• Service Delivery Management
• Risk and Issue Management
• Reporting and Metrics Analysis
• Communication and Presentation Skills
• Problem Solving and Decision Making