Principal Engineer – ITSM Implementation Project

We are seeking a highly skilled ITSM Implementation Project Manager to lead full‑cycle deployments of enterprise IT Service Management (ITSM) platforms, including ServiceNow, Jira Service Management, and similar tools.

The ideal candidate will be responsible for driving end‑to‑end project delivery within a fixed‑price contract environment, ensuring alignment with project scope, timelines, quality standards, and stakeholder expectations.

This role demands strong expertise in ITIL best practices, project governance, risk management, stakeholder communication, and organizational change management.

Required Experience

• 12–15 years of IT Project Management experience
• Minimum 2–3 full end‑to‑end ITSM implementations (more preferred)
• Deep experience with ServiceNow project delivery
• Strong background in fixed‑price / fixed‑budget contract management
• Candidates with extensive ITIL experience may be considered in lieu of ITSM platform experience
• Must have experience delivering long‑term projects (3+ years); profiles with short project tenures (<2.5 years) will not be considered
• Preference for candidates with experience in large global IT consulting or system integration environments

Key Responsibilities

Project Management & Delivery

• Lead end‑to‑end implementation of ITSM processes including Incident, Problem, Change, Release, Asset & Configuration Management, CMDB, and Service Level Management.
• Create and manage detailed project plans, including milestones, deliverables, RACI matrices, and communication frameworks.
• Monitor and control project scope, schedules, and budgets within a fixed‑price contract structure.
• Identify project risks, create mitigation plans, and prevent scope deviation.
• Ensure adherence to security, compliance, and governance standards.
• Maintain comprehensive documentation and reporting for stakeholders and leadership.

ITSM Tool Implementation

• Oversee configuration, customization, and integration of enterprise ITSM platforms (ServiceNow, Jira Service Management, BMC Remedy, etc.).
• Ensure workflows and processes are aligned with ITIL best practices.
• Drive tool adoption and organizational change across teams and business units.

Fixed‑Price Contract Governance

• Define project deliverables, timelines, and acceptance criteria.
• Maintain strict scope adherence to avoid cost overruns.
• Manage change requests and control financial impacts.
• Track resource utilization and ensure budget compliance.
• Provide regular financial and risk updates to leadership teams.

Stakeholder & Client Management

• Serve as the primary stakeholder interface for requirements, status updates, and escalations.
• Facilitate workshops, requirement‑gathering sessions, and solution alignment discussions.
• Conduct weekly status reviews and executive‑level reporting.
• Manage expectations and proactively address risks or concerns.

Testing, UAT, and Training

• Oversee User Acceptance Testing and ensure stakeholder sign‑off.
• Ensure development of technical and functional documentation.
• Supervise creation of user and admin training materials.
• Lead go‑live readiness, transition management, and hypercare support.

Qualifications

• 12–15 years of IT Project Management experience
• At least 2–3 E2E ITSM platform implementation projects
• Strong understanding of ITIL processes (ITIL certification preferred)
• Hands‑on experience with major ITSM platforms (ServiceNow, Jira Service Management, BMC Remedy, etc.)
• Expertise managing fixed‑price projects
• Excellent communication, stakeholder management, and change‑leadership skills
• PMP or PRINCE2 certification is a plus

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