Project Manager

ITSM Project Manager - Service Desk TransformationLocation: Chicago, IL (Hybrid)Duration: 6-month contract (possible extension)Interview Process: 2 rounds (Video)Requirements: No C2C Must be eligible to work in U.S. without sponsorshipAbout the Role:We are seeking an experienced ITSM Project Manager to lead the migration of an IT Service Management (ITSM) platform from an external vendor to an internal enterprise-wide solution. This initiative is part of a global service transformation, consolidating disparate ServiceNow instances into a unified platform across multiple markets.You will manage complex integrations with 3rd parties, drive ITIL-aligned service desk transitions, and ensure a seamless experience for end users across 14,000+ restaurant locations. The ideal candidate has led ITSM migrations, worked in matrixed environments, and understands the operational impact of service desk changes.Key Responsibilities:Oversee the ITSM migration project, ensuring smooth data connections and alignment with global standards.Coordinate the delivery of ITSM capabilities, working with internal teams and external vendors.Lead change management efforts, ensuring parity in service levels and no disruption to restaurant operations.Facilitate stakeholder meetings, manage project scope, and mitigate risks.Track project performance, resolve barriers, and communicate progress to senior leadership.Support Service Desk transformation, including potential provider transitions.Qualifications & Experience:7+ years of Project Management experience in IT environments.Proven experience in ITSM implementations, Service Desk transitions, or ITIL-based projects.Strong background in vendor management and working with third-party integrations.Expertise in change management, process improvements, and operational continuity.Experience in complex, matrixed environments supporting enterprise-wide IT initiatives.Proficiency in Agile, MS Office, and project management tools (e.g., MS Project, PPM tools).Preferred Qualifications:Prior experience running a Service Desk or SOC team.ServiceNow implementation experience.Strong stakeholder communication and ability to drive alignment across global teams.

Created: 2025-03-07