Project Manager, Change Management, IT Project Manager

We are looking for a Service Manager based in the U.S to work on a long-term project for one of our clients, a software company based in San Ramon, California.

Our client provides cloud solutions trusted by governments worldwide to accelerate their digital transformation, deliver vital services, and build stronger communities.

The person in this role will lead the transition of a newly acquired company’s Incident, Problem, and Change Management practices to our client’s standard Service Management processes and tooling.

• Lead the end-to-end transition of Incident, Problem, and Change Management processes into our client's standard ITSM framework and tooling.
• Assess current Service Management practices, identify gaps against our client's standards, and build a transition plan with clear milestones.
• Technical Project Management:
  Lead and coordinate infrastructure migration initiatives to the new service operating environment, including project planning, timelines, dependencies, risks, stakeholder coordination, and execution through completion.
• Incident Management:
  Own the incident management process for the acquired product line, ensuring timely detection, escalation, communication, and resolution in line with company standards.
• Problem Management:
  Establish root cause analysis and problem management practices to reduce recurring incidents and drive permanent fixes.
• Change Management:
  Implement standardized change management workflows, approval gates, and risk assessment for releases and infrastructure changes.
• Stakeholder Alignment:
  Partner with engineering, support, and leadership across both organizations to align on processes, ownership, and escalation paths during the transition.
• Process Documentation:
  Create and maintain runbooks, process documentation, and RACI matrices for the integrated Service Management processes.
• Continuous Improvement:
  Run post-incident and post-transition reviews to refine processes and ensure long-term adoption.

• 5+ years of experience in Service Management, IT Service Management (ITSM), or a related discipline.
• Proven experience leading Incident, Problem, and Change Management processes in a software or SaaS environment.
• Experience managing process transitions or integrations following mergers, acquisitions, or organizational change.
• Demonstrated experience in technical project management for infrastructure migrations or service environment transitions, including coordinating cross-functional teams, managing dependencies and risks, and driving execution against defined milestones.
• Strong working knowledge of ITIL framework and best practices.
• Experience with ITSM tooling (such as Service Now, Jira Service Management, or similar).
• Ability to build strong relationships and align stakeholders across newly combined or distributed teams.
• Strong written and verbal communication skills, with the ability to translate process changes into clear guidance for technical and non-technical audiences.
• Comfortable operating with ambiguity, and skilled at bringing structure and standardization to newly acquired teams.

• Bachelor's Degree in Computer Science, Systems Engineering, Business, or related fields.
• ITIL Certification
• Project Management Certification
• Certification or formal training in relevant ITSM platforms.
• Experience working in SaaS environments.