ITIL Project Manager

Dubai

Job Summary

The ITIL Project Manager is responsible for overseeing IT service management (ITSM) projects, ensuring that IT services are aligned with business objectives and delivered according to ITIL (Information Technology Infrastructure Library) best practices. This role involves managing the full lifecycle of IT projects, including planning, execution, monitoring, and ensuring effective implementation of ITIL processes such as incident, problem, change, and service management.

Key Responsibilities

1. Project Management:

  • Lead and manage IT service management projects, ensuring they are delivered on time, within scope, and within budget.
  • Develop detailed project plans, timelines, and milestones, and ensure clear communication of project objectives to all stakeholders.
  • Monitor project progress, identify risks, and take proactive measures to mitigate them.

2. ITIL Process Implementation:

  • Implement and manage ITIL processes such as incident management, change management, problem management, and service level management.
  • Ensure that IT services are aligned with the business’s needs and follow ITIL best practices.
  • Work with teams to improve ITIL processes, ensuring continuous service improvement.

3. Service Delivery & Performance Management:

  • Ensure IT services are delivered according to Service Level Agreements (SLAs), managing performance and quality throughout the service lifecycle.
  • Collaborate with IT operations and service delivery teams to monitor and improve service performance.
  • Drive root cause analysis for incidents and problems, ensuring timely resolution and minimizing business impact.

4. Stakeholder & Client Management:

  • Serve as the primary point of contact for stakeholders regarding IT service management projects.
  • Liaise with business units and clients to understand their requirements, providing regular updates on project status and service performance.
  • Manage stakeholder expectations and ensure high levels of customer satisfaction.

5. Change Management:

  • Manage the change management process, ensuring changes to IT services are planned, approved, and implemented with minimal disruption.
  • Coordinate with cross-functional teams to ensure successful change implementation, adhering to ITIL guidelines.
  • Maintain a change log and ensure compliance with change management policies.

6. Risk & Issue Management:

  • Identify, manage, and mitigate risks related to IT service management projects.
  • Track and resolve project issues, ensuring minimal impact on service delivery and project timelines.
  • Report on risk management activities and escalate critical issues to senior management.

7. Continuous Service Improvement (CSI):

  • Identify opportunities for process improvements and cost efficiencies within IT service management.
  • Implement and track improvements through the Continuous Service Improvement (CSI) process.
  • Collaborate with teams to drive a culture of continuous improvement in IT service delivery.

8. Budget & Resource Management:

  • Manage project budgets, tracking expenses, and ensuring projects are delivered within financial constraints.
  • Allocate resources effectively to meet project requirements and ensure successful delivery.
  • Work with finance teams to forecast and report on project financials.

9. Reporting & Documentation:

  • Develop and maintain detailed project documentation, including project charters, status reports, and post-implementation reviews.
  • Provide regular project updates to senior management, highlighting achievements, risks, and ongoing activities.
  • Ensure that all ITIL processes are documented and aligned with organizational standards.

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related field.
  • 5+ years of experience in IT project management, with a strong focus on ITIL service management.
  • ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
  • Proven experience in delivering IT projects within an ITIL framework.
  • Strong understanding of IT service management (ITSM) tools (e.g., ServiceNow, BMC Remedy, or equivalent).
  • Experience with Agile or Scrum methodologies is a plus.
  • PMP or PRINCE2 certification is a plus.

Key Competencies:

  • Strong project management and organizational skills.
  • Excellent communication and stakeholder management abilities.
  • In-depth understanding of ITIL processes and service delivery.
  • Ability to manage multiple projects simultaneously and meet deadlines.
  • Analytical mindset and strong problem-solving abilities.
  • Strong leadership and team management skills.

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