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
