Senior Project Manager

Job Summary

Manage end-to-end delivery operations for enterprise applications (Service Now, Power Platform), ensuring SLA adherence and quality delivery

Drive operational governance, demand tracking, and service delivery performance across multiple teams

Act as single point of contact for operational activities, ensuring alignment between business, delivery, and support teams

Key Responsibilities

Oversee day-to-day operations for Service Now and Power Platform environments
Ensure smooth functioning of:
Incident management
Service requests
Change management
Drive continuous service improvement initiatives

Demand & Resource Management:

Govern and Manage:

Service Now modules (ITSM / ITOM / HRSD etc.)
Microsoft Power Platform (Power Apps, Power Automate, Power BI)
Ensure:
Platform stability
Performance monitoring
Compliance with standards
Act as operations SPOC for client and leadership interactions
Conduct:
Weekly / monthly governance calls
Status reporting
Provide insights on:
Delivery performance
Risks & escalation management

Performance & KPI Tracking:

Monitor SLA / KPI adherence
Incident resolution timelines
Resource utilization
Drive improvements in:
Efficiency
Productivity
🔹 7.

Team Leadership & Coordination:

Lead cross-functional teams:
Support teams
Developers
Platform admins
Ensure collaboration across:
Service Now
Power Platform
Delivery / PMO

Skill Requirements

1. Strong exp in Operations Management / Service Delivery
2. Hands-on exposure to Service Now platform (ITSM / ITOM / HRSD), Microsoft Power Platform (Power Apps, Power Automate, Power BI)
3. Experience in Incident / Change / Problem management, Stakeholder Management

Other Requirements

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