Track Lead (Support & Operations)

About the role

The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

What you'll do

• Lead and manage ITSM projects from initiation to closure
• Gather business requirements and translate them into ITSM solutions
• Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management
• Coordinate with stakeholders, technical teams, vendors, and business leaders
• Develop project plans, schedules, budgets, and resource allocation strategies

What you need

• 5–9 yrs of experience
• Team management
• Process improvement
• ITIL
• Ticketing tools
• JIRA
• ServiceNow
• B.Tech or B.E. or B.Sc or BCA