Project Manager — ITSM - PH

In this role, you'll get to...

• manage the people, tasks, and external resources for assigned projects within the defined tolerances
• ensure the project team is defined and staffed appropriately, and that the appropriate internal and external services are obtained to meet the objectives of the project and deliver the specified functionality and requirements
• work directly within ITSM/ticketing platforms (e.g., ServiceNow, HaloPSA, Freshworks, or similar) to track tickets, monitor SLA compliance, and escalate appropriately
• support the delivery of Help Desk and managed services engagements alongside discrete project work, balancing recurring operational cadence with project milestones
• comply with all System Development/Project Life Cycle, Change Management, Regulatory, and applicable compliance requirements
• provide oversight of the analysis, development, implementation, and maintenance of IT applications and systems
• communicate with users, IT, and senior-level management concerning project progress, concerns, and issues, and manage stakeholders' expectations
• ensure all project requirements and/or objectives are properly defined and documented
• establish, build, and update project plans with actuals and forecasts; manage deviations from the plan and identify and manage project risk
• act as a primary liaison between the IT division and the various stakeholders
• maintain project and task tracking in the Organization's core PM tools (e.g., ClickUp for tasks, Clockify for time-tracking and burndown reporting)
• express information effectively through clear and convincing oral and written presentations
• perform other duties as needed by the role

• have a Bachelor's degree in Business, Computer Science, Engineering, or a related discipline, or equivalent work experience
• have a minimum of 5 years of Project Management experience, including exposure to IT Service Management or managed services environments
• possess solid knowledge of project management frameworks, tools, and practices
• have working knowledge of ITIL/ITSM fundamentals — incident, problem, change, and service request management
• have hands-on experience with an ITSM/ticketing platform such as ServiceNow, HaloPSA, Freshworks, or similar
• be comfortable working in ClickUp (or a comparable task-tracking tool) and Clockify (or a comparable time-tracking and forecasting platform)
• be experienced in project budgeting, design, scheduling, and documentation.
• have good business analysis skills
• have excellent written and verbal communication skills
• have strong management skills and the ability to lead and motivate project teams
• demonstrate the ability to build and manage relationships with customers and all stakeholders across business units
• be experienced in supervising a matrix team of associates, contractors, and vendors with various skills and disciplines
• have the ability to coordinate/participate on multiple projects and service engagements in a well-organized, efficient, and professional manner
• be able to work independently, multi-task, and prioritize responsibilities, leveraging time management and problem-solving skills to perform assigned tasks with reasonable levels of self-direction
• have keen attention to detail and focus on task completion
• have a fully functional and up-to-date computer with which to perform duties
• be willing to install next-generation endpoint protection on the computer
• be a current resident of the Philippines and able to perform work from there
• be willing to work within US Pacific business hours (8am–5pm PT, which corresponds to Philippine hours per the Organization's seasonal schedule

• multiple industry exposure
• PMP certification
• agile experience and certification
• Six Sigma certification
• ITIL Foundation certification
• experience with HaloPSA or similar PSA/ITSM tooling
• prior experience in a managed services / MSP environment specifically, rather than purely internal IT project management
• experience supporting both waterfall projects (fixed deliverables) and recurring/managed services (ongoing ITSM, Help Desk) within the same portfolio