IT Operation Project Manager

Job Description – IT Operations Project Manager

Position Title

IT Operations Project Manager

Location

Bangalore / Hybrid

Experience

8–15 Years

Role Summary

We are seeking an experienced IT Operations Project Manager to lead and manage IT infrastructure and operational projects while ensuring service delivery excellence. The role requires strong knowledge of ITIL processes, IT Service Management (ITSM), Service Operations, Service Transition, Governance, and Project Management. The candidate will work closely with customers, technical teams, vendors, and leadership to drive operational improvements, transitions, transformations, and continuous service enhancement.

Key Responsibilities

• Lead end-to-end delivery of IT Infrastructure and Operations projects.
• Manage project scope, timelines, budgets, risks, dependencies, and stakeholder expectations.
• Drive IT Service Management (ITSM) processes aligned with ITIL best practices.
• Coordinate Service Transition activities including knowledge transfer, documentation, operational readiness, and go-live support.
• Monitor operational KPIs, SLAs, OLAs, MTTR, incident trends, problem management, and service performance.
• Facilitate governance reviews, customer meetings, CAB discussions, and operational reviews.
• Ensure effective Incident, Problem, Change, Release, Capacity, and Availability Management processes.
• Develop project plans, status reports, RAID logs, executive dashboards, and customer communications.
• Work with cross-functional teams including Cloud, Network, Security, EUC, Service Desk, Database, and Infrastructure teams.
• Drive continual service improvement (CSI) initiatives and automation opportunities.
• Support audit, compliance, security, and risk management requirements.
• Manage vendor relationships and ensure timely delivery of committed outcomes.

Required Skills & Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 8+ years of experience in IT Infrastructure Operations, Service Delivery, or Project Management.
• Strong understanding of IT Infrastructure domains including Servers, Cloud, Networks, Security, Monitoring, and End User Computing.
• Hands-on knowledge of ITIL Service Lifecycle / ITIL 4 practices.
• Experience managing Service Operations and Service Transition engagements.
• Strong experience in Incident, Problem, Change, Release, Configuration, and Knowledge Management.
• Expertise in stakeholder management and customer-facing communication.
• Experience with ITSM tools such as ServiceNow, Jira, BMC, ManageEngine, or equivalent.
• Strong risk management, governance, and reporting skills.
• Ability to manage multiple projects and operational initiatives simultaneously.

Preferred Certifications

• ITIL Foundation / ITIL 4 Managing Professional
• PMP / PRINCE2 Practitioner
• Scrum Master Certification (Preferred)
• Azure, AWS, or Infrastructure-related certifications (Preferred)

Key Performance Indicators (KPIs)

• SLA Achievement
• Project Delivery On Time and Within Budget
• Customer Satisfaction (CSAT)
• Change Success Rate
• Incident Reduction & MTTR Improvement
• Service Availability
• Audit & Compliance Adherence
• Automation and Continuous Improvement Initiatives

Desired Attributes

• Strong leadership and team management skills.
• Excellent communication and presentation abilities.
• Customer-centric mindset.
• Analytical and problem-solving orientation.
• Ability to work in a fast-paced managed services environment.

This profile is ideal for candidates with experience in IT Operations, Service Delivery, ITIL, Service Transition, Infrastructure Management, and Managed Services environments.