ITSM Project Manager

About the Role

This organization is looking for a committed ITSM Project Manager to supervise significant projects and help desk tasks within its expanding B2B software ecosystem. This position is vital for guaranteeing that service provision maintains high levels of reliability and efficiency. You will collaborate with external partners and internal departments to track project lifecycles, oversee service level agreements, and ensure implementations match established goals. Within this innovative environment, you will assist in integrating IT operations, security oversight, and data workflows into a unified process. This remote job is located in the Philippines and necessitates frequent cooperation with stakeholders in the United States. You will serve as the central contact point between business units and the IT department to ensure project roadmaps are effectively communicated, tracked, and planned. This role provides the chance to manage various initiatives, from managed services to intricate application upkeep, while supporting the firm’s objective of delivering secure, real-time data analytics for mid-market clients.

Requirements

• You must possess a Bachelor's degree in Engineering, Business, Computer Science, or a related discipline, or have equivalent professional experience.
• You need at least five years of experience in project management, with a focus on managed services or IT Service Management.
• You should have a deep understanding of ITSM and ITIL concepts, including managing service requests, changes, problems, and incidents.
• You must be technically proficient with ITSM ticketing software like Freshworks, HaloPSA, or ServiceNow, and be comfortable with task and time tracking tools such as ClickUp and Clockify.
• You should demonstrate exceptional leadership, communication, and relationship-management capabilities, with the capacity to inspire matrix teams of vendors, contractors, and staff.
• You must be capable of working autonomously to handle documentation, project designs, and budgets with high precision.
• You are required to live in the Philippines and be available during US Pacific business hours, specifically 8am–5pm PT, according to the organizational seasonal calendar.
• You must be prepared to install advanced endpoint protection software on your professional workstation.

Responsibilities

• You will recruit, define, and lead project teams to guarantee services stay within set constraints.
• You will utilize ITSM platforms daily to manage tickets, ensure adherence to service level agreements, and escalate problems when needed.
• You will create and revise project schedules while tracking forecasts, actual performance, and deviations to proactively handle risks.
• You will manage the development, analysis, and upkeep of IT systems and applications to ensure they align with project criteria.
• You will act as the main bridge between stakeholders and the IT department, providing clear updates on objectives, progress, and challenges.
• You will assist with managed services and help desk tasks alongside specific project work, ensuring compliance with Change Management, System Development, and regulatory standards.
• You will utilize tools like Clockify and ClickUp to track project data and deliver professional updates to stakeholders and senior leadership.

Benefits & Perks

• This is a work-from-home role featuring flexible arrangements that follow the company’s seasonal Philippine calendar and US Pacific business hours.