Principal Engineer ITSM Implementation Project Manager

Role- Principal Engineer ITSM Implementation Project Manager
Location NYC, NY 10007
Working Model- Onsite - Hybrid (2-3 days' work from office)
Duration Full-time Employment
FTE Salary - $155,000 to 180,000 gross (Base + Org bonus + performance bonus) + Standard benefits. (Please call me if salary is a constrain)
Numbers of Interview- 2-3 rounds (Final interview in-person)

Must have skills : : Fixed-price/budget contract experience, strong ServiceNow project management experience (12-15 (max) years of IT Project Management experience and at least 2-3 end-to-end ITSM implementations(more preferred)) In lieu of ITSM, we will accept candidates who have vast ITIL experience.

Job Description

We are looking for an experienced ITSM Implementation Project Manager to lead the rollout of IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, and similar platforms for our client.

The ideal candidate will oversee the entire project lifecycle, ensuring timely delivery within a fixed-price contract structure while managing scope, risks, and client expectations.

This role requires strong expertise in ITIL best practices, project governance, client communication, change management, and stakeholder engagement.

Key Responsibilities
Project Management & Delivery

• Lead end-to-end implementation of ITSM processes including Incident, Problem, Change, Release, Service Asset & Configuration Management, CMDB, and Service Level Management.
• Develop and execute detailed project plans with milestones, deliverables, RACI, and communication cadence.
• Monitor project scope, timeline, and budget to ensure successful delivery under a fixed-price contract.
• Identify risks and implement mitigation strategies to prevent scope creep and cost overruns.
• Ensure compliance with client security standards and regulatory requirements.
• Manage project governance, documentation, and stakeholder reporting.

ITSM Tool Rollout

• Oversee configuration, customization, and integration of ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, and other enterprise platforms.
• Ensure ITIL-aligned workflows and processes are implemented effectively.
• Drive adoption and change management for ITSM tools across the organization.

Fixed-Price Contract Management

• Define clear deliverables and acceptance criteria upfront.
• Ensure strict adherence to scope to avoid cost overruns.
• Manage change orders effectively to maintain profitability.
• Track resource allocation and burn rate for financial control.
• Provide regular updates to executive leadership on project financials, risks, and progress.

Client Communication & Stakeholder Management

• Act as the primary point of contact between the client and delivery teams.
• Facilitate requirement gathering sessions to align business needs with technical solutions.
• Conduct weekly client meetings, status reports, and executive briefings.
• Manage client expectations and address concerns proactively.

Testing, UAT & Training

• Oversee User Acceptance Testing (UAT) and ensure stakeholder buy-in.
• Ensure creation of technical and functional documentation for knowledge transfer.
• Supervise development of training programs for end users and administrators.
• Ensure smooth go-live transition with Hypercare support.

Qualifications

• 12-15 years of IT project management experience, including 23 end-to-end ITSM implementations.
• Strong knowledge of ITIL processes (ITIL certification preferred).
• Hands-on experience with enterprise ITSM tools (ServiceNow, Jira Service Management, BMC Remedy, etc.).
• Expertise in managing projects under fixed-price contract structures.
• Excellent communication, stakeholder management, and change management skills.
• PMP or PRINCE2 certification is a plus.