- Manage and deliver the ESM project tracks from inception to completion, ensuring high quality and timely delivery of scope and within budget
- Coordinate with cross-functional teams, product managers and business stakeholders to define project scope, goals, and deliverables
- Coordinate with development teams to ensure timely and efficient product development, leveraging agile methodologies
- Track progress against milestones and deadlines, ensuring that the product is delivered on time and within scope
- Identify and mitigate project delivery risks that could impact the product's success
- Provide regular project status tracking and reporting, communications to internal tech and business stakeholders. Leverage JIRA boards for proactive project status monitoring and automated reporting. Manage daily stand-ups and sprint review meetings as well
- Responsible for managing vendor teams supporting the implementation of ESM project tracks
Stakeholder Management:
- Work closely with product managers, business users, vendor teams and change management team to ensure smooth rollout and adoption of the ESM platform and its services
- Lead and manage vendor and delivery resources, to ensure they meet project requirements, align with business needs and the product is released on time and with good quality
- Communicate product plans, progress, and updates to stakeholders, including product managers, business users, vendor teams and change management team
Technical Proficiencies:
- Work closely with the enterprise architecture and technical infrastructure teams
- Collaborate with the engineering lead to manage and govern the ESM platform architecture, ensuring scalability, reliability, and security. This includes overseeing system integrations, data flow design, and API management
- Document overall ESM platform design and analyze the impact of new requirements
Operations Management:
- Maintain and develop process documentation and standard operating procedures (SOPs) for the ESM platform
- Oversee production operations and maintenance for the ESM platform as part of Day-2 support, ensuring support teams adhere to SOPs and IT service management processes (e.g., Incident, Problem, and Change Management practices)
- Liaise with ESM's vendor product support for issues, bug fixes and upgrades
- Plan and participate in disaster recovery tests and exercises to ensure business continuity for the ESM platform
- Engage continuously with technical teams, providing iterative feedback to drive continuous improvement
What makes you a successful candidate
- Bachelor's Degree in Engineering, Computing, or a related field
- Minimum of 8 to 12 years of experience in IT delivery lifecycle and support, with strong track record of successful project delivery
- Certification with one or more project management methodologies (e.g., Agile Scrum Master, SAFe, PMI PMBOK and PRINCE2)
- Extensive delivery experience with leading ESM platform products such as ServiceNow, Atlassian, or BMC, with implementation of capabilities such as ITSM, HR, Workplace Management, Governance, Risk & Compliance, IT Security Operations etc
- Familiarity with corporate services business domains such as HR, Finance, IT, Governance, Risk, Compliance, Legal, Audit, Corporate Communications, IT Security Operations, Workplace Management and Business Continuity Management
- Experience with cloud-based SaaS technologies and solutions (AWS, Azure)
- Financial skill and knowledge in terms of understanding budgets and reporting
- Ability to work autonomously and prioritize tasks in a deadline-driven environment
- Good communication skills with the ability to develop and communicate status and progress updates
- Skilled at managing business and IT stakeholder groups with tact, assertiveness, and diplomacy
- Strong analytical and problem-solving skills
- Excellent interpersonal skills with pleasant disposition
- Knowledge of change management is preferred
- ITIL certification and ESM product certification (ServiceNow, Atlassian, or BMC) is advantageous
- Financial industry experience is a plus
