Project Manager - IT Service Management

The Project Manager will lead the end-to-end implementation of the IT Service Management (ITSM) tool, with demonstrated experience delivering similar implementations in banking environments and embedding ITIL-aligned processes, procedures, and governance models across IT operations.

Responsibilities:
Lead end-to-end delivery of ITSM tool implementation projects within banking or regulated financial services environments
Develop and manage detailed project plans, milestones, dependencies, and delivery schedules
Drive alignment of ITSM processes with ITIL framework, banking operational standards, and internal governance requirements
Define, document, and implement ITSM processes, procedures, and SOPs in line with ITIL best practices
Coordinate with IT Operations, service owners, vendors, Risk, Compliance, and Audit teams
Manage integrations with existing enterprise and banking systems
Track and mitigate project risks, issues, and dependencies proactively
Lead governance forums, status reporting, and stakeholder communication
Ensure operational readiness including SLAs, OLAs, escalation models, and service reporting
Support go-live, hypercare, and transition to BAU operations

Required Experience:

Minimum 7 years of experience as a Project Manager delivering enterprise technology initiatives
Proven experience implementing ITSM solutions within a banking or financial services environment
Strong understanding of banking IT operations, controls, and regulatory expectations
Hands-on experience defining and implementing ITIL-aligned processes and procedures
Strong knowledge of ITIL practices including Incident, Problem, Change, Request, and Service Level Management
Ability to translate ITIL framework concepts into practical, executable operational processes
Experience managing enterprise-scale system integrations
Strong stakeholder management, communication, and documentation skills

Required Qualifications
ITIL v3 or ITIL v4 certification
PMP, PRINCE2, or equivalent project management certification
Prior experience delivering ITSM implementations in Tier-1 or regional banks
Experience working with internal Audit, Risk, and Compliance teams
Prior experience working with offshore delivery teams