IT Project Manager – IT Support Transformation - JP054787

Contract Duration: 10 Months (4/5 Time)

We are seeking an experienced IT Project Manager to lead a large-scale transformation of IT support services. This role focuses on modernizing IT support operations, improving service delivery, and implementing a robust operating model aligned with ITIL best practices.

• Lead the transformation of IT support services using an iterative, value-driven approach.
• Analyze the current support model and identify opportunities for optimization, automation, and process improvement.
• Design and implement a Target Operating Model (TOM) with clearly defined roles, responsibilities, governance, and service levels.
• Define business and technical requirements for Jira Service Management, including workflows, forms, CMDB integration, and knowledge management.
• Drive change management initiatives to ensure successful adoption across stakeholders.
• Develop and deliver training programs aligned with the new operating model and ITIL best practices.
• Establish project governance, KPIs, dashboards, and continuous improvement plans.
• Collaborate with cross-functional teams to ensure seamless implementation and service continuity.

• IT Project Management
• ITIL 4 Framework
• Jira Service Management
• Target Operating Model (TOM) Design
• IT Service Management (ITSM)
• Change Management
• Service Catalog Management
• CMDB & Asset Management
• KPI & Performance Reporting
• Stakeholder & Governance Management

• ITIL 4 Managing Professional (Mandatory)
• PRINCE2 or equivalent Project Management certification (Mandatory)

• Proven experience leading IT support transformation or ITSM projects.
• Strong knowledge of ITIL processes and service management best practices.
• Experience implementing or optimizing Jira Service Management environments.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive organizational change and manage resistance effectively.
• Strong analytical mindset with a focus on delivering measurable business value.