Information Technology Project Manager

Addison Group - Austin, TX

Full-time

Austin, TX

Real Estate

About the position

The IT Project Manager will be responsible for creating and maintaining IT service management processes, standards, and metrics. This role involves collaborating with various technology teams to establish service catalogs and determine service level agreements (SLAs) and organization level agreements (OLAs). The Project Manager will also oversee the implementation and maintenance of the organization's IT Service Management (ITSM) solution, ensuring effective service delivery and organizational alignment.

Responsibilities

• Create and maintain IT service management processes, standards, and metrics.
• Work with technology team leaders to establish service catalogs.
• Determine service level agreements (SLAs) and organization level agreements (OLAs).
• Own the implementation and maintenance of the IT Service Management (ITSM) solution.

Requirements

• ITIL certification
• Experience implementing a cloud-based service management tool (ITSM, Service Now, BMC Remedy, Ivanti, or EasyVista)
• Strong organizational change management experience
• Strong understanding of KPIs & SLAs

Nice-to-haves

• Lean Six Sigma certification
• Experience implementing call centers for service desks

Benefits

• Flexible work schedule (2 days remote, 3 onsite)