Description

You will manage complex IT service delivery and procurement projects.

This role is hybrid.

Responsibilities

• Define measurable SLAs, performance metrics (KPIs), and escalation procedures for service towers.
• Conduct stakeholder interviews and facilitate workshops to gather and incorporate requirements from IT leadership and operations.
• Develop and manage the full RFP lifecycle, including timeline creation, vendor scoring, and final selection support.
• Specify IT Service Tower requirements, including integration points for Service Desk, End-User Computing, and Server/Storage infrastructure.

Required Skills

• 15+ years of relevant experience in project management.
• Expert knowledge of ServiceNow platform integration and optimization requirements.
• Deep understanding of ITIL frameworks and service management processes.
• Experience defining and managing Service Level Agreements (SLAs) and KPIs.
• Proficiency in developing comprehensive vendor evaluation matrices and negotiation support.
• Ability to document and manage configuration database (CMDB) accuracy.
• Experience with enterprise environment vendor qualification and due diligence.

Preferred Skills

• Manage vendor qualification, ensuring compliance with certifications (ServiceNow, ITIL) and security standards.

Key Skills

Education

Any Gradute