Senior Project Manager

Your New Role :

The Senior Project Management will play a critical role in the Enterprise Service Management (ESM) office, responsible for leading the planning, execution, and successful delivery of complex service management projects and programs.

Based in Hyderabad, this role oversees cross-functional project teams to ensure initiatives are delivered on time, within budget, and in alignment with stakeholder expectations and enterprise objectives.

Reporting directly to ESM leadership, the Senior, Project Management will collaborate with product management, platform architecture, capability owners, and third-party vendors to scope, structure, and implement service transformation initiatives.

The role requires strong expertise in service portfolio management, project road mapping, and service management best practices.

A successful candidate will bring a disciplined project management approach, excellent communication and coordination skills, and the ability to manage complexity in a global enterprise environment.

Your Role Accountabilities :

PROJECT PLANNING & DELIVERY :

- Lead the planning and execution of complex service management projects across multiple teams and stakeholder groups.

- Define detailed project roadmaps, timelines, workstreams, and deliverables aligned to enterprise priorities.

- Manage scope, resources, risks, and dependencies to ensure project milestones are met and value is realized.

- Apply project management best practices and tools to track and report progress, proactively identifying and mitigating risks.

STAKEHOLDER MANAGEMENT & COLLABORATION :

- Serve as the primary point of contact for business and technical stakeholders throughout the project lifecycle.

- Facilitate workshops, working sessions, and steering committee meetings to gather requirements and drive alignment.

- Ensure effective communication, coordination, and transparency across all impacted business units and technology partners.

- Manage expectations and drive accountability across cross-functional teams and third-party contributors.

SERVICE MANAGEMENT INTEGRATION :

- Collaborate with Capability Owners and Service Architects to design and integrate new or revised service management processes.

- Ensure project outputs align with ESM standards and enhance operational capabilities.

- Support the operationalization and adoption of service improvements across the service lifecycle (strategy to operations).

PORTFOLIO & GOVERNANCE ALIGNMENT :

- Ensure projects align with the broader service portfolio roadmap and support enterprise goals.

- Maintain governance through regular status reporting, issue escalation, and documentation of key decisions.

- Monitor and report on program/project KPIs and success criteria to ESM leadership.

CONTINUOUS IMPROVEMENT & ENABLEMENT :

- Promote a culture of continuous improvement by conducting project retrospectives and capturing lessons learned.

- Contribute to standardization of project delivery methodologies and tools within the ESM office.

- Mentor junior project managers or analysts to build delivery excellence across the team.

Qualifications & Experiences :

- 5+ years of experience managing complex IT or service management projects, with at least 3 years in a senior or lead role.

- Proven experience leading enterprise-scale service management initiatives from scoping through implementation.

- Strong understanding of ITSM frameworks such as ITIL, and experience integrating service delivery and process design with platform solutions (e.g., ServiceNow).

- Excellent skills in stakeholder management, communication, risk management, and decision-making under pressure.

- Experience working in a global matrixed organization with diverse business and technology teams.

- Bachelors degree in Information Technology, Business Administration, or a related field (PMP or Prince2 certification preferred).

Not Required but Preferred Experience :

- ITIL v4 Foundation or higher-level certifications (e.g., Managing Professional or Strategic Leader).

- Experience with enterprise service management platforms like ServiceNow, BMC Remedy, or Cherwell.

- Familiarity with Agile, SAFe, or hybrid delivery models.