Senior Project Manager (Service Desk & FSO)

• Lead and coordinate SD and FSO team projects, ensuring alignment with organizational objectives, customer requirements, and SLAs
• Oversee a team, providing clear guidance, role assignments, and support to maximize team performance
• Engage with key stakeholders to set expectations, clarify project goals, and resolve issues
• Manage resource allocation, schedule workloads, and forecast project needs to optimize team productivity
• Conduct regular reviews of project milestones, deliverables, and timelines, making necessary adjustments to meet objectives
• Implement quality standards and project management methodologies to maintain high deliverable standards
• Handle incidents and perform Root Cause Analysis (RCA) to address and prevent recurring issues
• Ensure SLAs are met consistently, report metrics, and escalate risks impacting service quality
• Develop and present regular progress reports, status updates, and project documentation to teams and clients
• Qualifications:
• 8+ years in project management within service operations
• Experience leading a team, with skills in coaching and team-building
• Proficient in operating systems (Windows) and troubleshooting within Windows platforms
• Skilled in project management tools (e.g., MS Project, JIRA) and methodologies (Agile, Scrum, Waterfall)
• Strong analytical and problem-solving skills with experience in Root Cause Analysis
• Familiar with ITIL framework, incident management, and service delivery processes

Preferred Qualifications:

• Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification
• Basic knowledge of DevOps practices and continuous integration/deployment strategies
• Familiarity with cloud services (AWS, Azure, GCP) and infrastructure management
• Excellent communication, interpersonal, and conflict-resolution skills
• Experience with version control systems (Git, GitLab) and automated scheduling systems