Track Lead (Support & Operations)

Technology, Data & Digital · Software & Web Development · Software Engineering · Project Management

In short

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.

Responsibilities

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.
Monitor project progress, risks, issues, and dependencies.
Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Conduct status meetings and provide regular project updates to leadership.
Drive service improvement initiatives and measure performance using KPIs and SLAs.
Support change management and user adoption activities.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
5+ years of experience in IT Service Management and Project Management.
Strong knowledge of ITIL practices and service management frameworks.
Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
Proficiency in project management methodologies (Agile, Scrum, Waterfall).
Strong stakeholder management and communication skills.
Experience in risk management, budgeting, and resource planning.

Desired Qualifications

ITIL Foundation certification preferred.
PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.
IT infrastructure, cloud, and digital transformation projects.
ServiceNow implementation or migration projects.
Enterprise-scale IT operations and support environment.
Experience managing global teams and multiple projects simultaneously.

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ITILServiceNowBMC RemedyJira Service ManagementAgileScrumWaterfallFreshservice

#ITSM#Project Management#IT Service Management#ITIL#ServiceNow#Agile#Scrum#Waterfall#BMC Remedy#Jira Service Management#Freshservice#Support#Operations#Coimbatore

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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