Project Manager

Job Specification: Project Manager – Service Desk, Warehouse & Field Engineer Deployment

Role Title:
Project Manager

Department:
Managed Services / Service Delivery

Location:
Mohali

Reporting To:
Head of Service Delivery / programme director

Type:
Full-Time

Role Overview

We are seeking a highly experienced
Project Manager with proven, hands-on expertise in building an IT Service Desk from the ground up
, including all underlying processes, policies, SOPs, workflows, tools, and governance structures.

This role will oversee the deployment of a new
Warehouse & Inventory Operation
, a multi-tier
L0–L2 IT Service Desk
, and the
Field Engineer (FE) resource model
across multiple European locations.

The successful candidate must have
demonstrated experience designing and launching a service desk from scratch
, including ticket flows, escalation paths, SLA frameworks, escalation matrices, training plans, reporting packs, and operational readiness structures.

This is a high-visibility role requiring strong operational design capability, cross-functional coordination, and end-to-end project delivery skills.

Key Responsibilities
Service Desk Build (L0–L2) – Primary Focus

• Lead the full design and build of a new IT Service Desk from inception to go-live.
• Define and implement all policies, procedures, SOPs, workflows, knowledgebase structures, and service catalogues.
• Develop end-to-end ticket flows, escalation paths, prioritization rules, SLA and OLA models, and reporting dashboards.
• Oversee recruitment, selection, training, and onboarding of all service desk roles.
• Ensure full tooling readiness including ticketing platforms, monitoring systems, and communication channels.
• Produce all documentation including Runbooks, SOPs, governance packs, training guides, and operational readiness reports.

Warehouse Deployment

• Oversee the establishment of the warehouse facility including layout, intake processes, inventory management, RMA workflows, device preparation, and asset lifecycle processes.
• Define control processes such as asset tracking, reporting, reconciliation, and security.
• Ensure warehouse operations meet compliance and contractual requirements.

Field Engineer (FE) Resource Model

• Build a scalable FE coverage model across multiple European cities.
• Define FE workflows, dispatch processes, SLA-based site attendance, and escalation paths.
• Work with subcontractors and staffing partners to secure coverage across all agreed locations.

Project Leadership & Governance

• Maintain detailed project plans, RAID logs, resource models, and milestone tracking.
• Drive cross-functional alignment between internal teams, suppliers, and customer stakeholders.
• Lead operational readiness reviews, UAT, and service acceptance testing.

Stakeholder Communication

• Act as the key point of contact for all project-related communication.
• Provide accurate weekly governance reporting covering progress, risks, issues, dependencies, and financials.
• Build strong relationships with senior stakeholders and external vendors.

Required Skills & Experience
Essential

• Proven experience building an IT Service Desk from scratch
  , including:
• Policies, procedures, and SOPs
• Ticket workflows and escalation paths
• SLA/OLA frameworks
• Knowledgebase and documentation structures
• Incident, request, problem, and change workflows
• Reporting packs and governance
• Team recruitment and training workflows
• Minimum
  5–8 years of Project Management experience
  in Managed Services, IT Operations, or similar.
• Strong understanding of ITIL practices (Incident, Problem, Change, CMDB, etc.).
• Demonstrated experience designing operating models, service processes, and end-to-end service delivery frameworks.
• Experience in multi-country deployments or multi-site service operations.
• Strong vendor management and communication skills.
• Ability to create structure from ambiguity and lead projects with minimal direction.
• Strong English written and spoken.

Desirable

• Experience in warehouse operations, RMA handling, or device provisioning.
• Experience working with ServiceNow, Fresh service, Zendesk, or JIRA.
• PRINCE2, PMP, or ITIL certifications.
• Multilingual skills (Spanish, French, Swedish, or German).

Personal Attributes

• Highly structured, detail-oriented, and process-driven.
• Strong analytical and problem-solving skills.
• Ability to influence and manage stakeholders at all levels.
• Comfortable working in dynamic and fast-growing environments.
• Passionate about building new services from a blank slate.