Job Summary
We are seeking an experienced
Technical Project Manager to lead critical operational excellence and digital transformation initiatives across our technology landscape. This role requires a leader who goes beyond coordinating delivery ensuring that solutions are successfully transitioned into production and deliver sustained business value.
The ideal candidate brings a strong blend of technical expertise, Agile delivery experience, and deep ITIL knowledge, with proven capability in managing end-to-end project execution while embedding service management principles, particularly within Service Transition, Change Management, and Release Management.
Key Expectations
- Lead the end-to-end delivery of IT operations and infrastructure projects, ensuring alignment with business objectives and operational readiness.
- Integrate ITIL best practices throughout the project lifecycle, with a strong focus on Service Transition to ensure smooth and controlled deployment into production environments.
- Drive collaboration across cross-functional teams—including Engineering, Infrastructure, Security, and Service Management—to ensure seamless execution and handoff to operations.
- Oversee and govern change and release activities, ensuring compliance with established ITIL processes and active participation in Change Advisory Board (CAB) reviews.
- Ensure that all deliverables required for operational success—such as documentation, knowledge articles, runbooks, and support models—are complete and validated prior to go-live.
- Proactively manage risks, dependencies, and issues, ensuring minimal disruption to live services and business operations.
- Champion continuous improvement across both project delivery and service management processes.
Qualifications
Education:
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related fields, or equivalent experience
- ITIL v3 or ITIL v4, PMP, PRINCE2, Scrum Master (CSM/PSM), or equivalent certification is a plus.
Experience
- More than 5 years of experience in project management, preferably in IT Infrastructure and Operations implementing ITIL frameworks.
- Hands-on experience working with Agile/Scrum teams, especially in environments transitioning from traditional methodologies.
Preferred
- Experience with working in high-growth environments.
- Exposure to digital marketing, analytics, and digital experience optimization.
- Experience with specific eCommerce platforms (e.g., Shopify, Magento/Adobe Commerce, Salesforce Commerce Cloud).
Required Skills & Competencies
- ITIL Integration & Service Transition:
- Apply ITIL principles across the project lifecycle, with a strong focus on the Service Transition phase.
- Ensure new or enhanced services are designed, built, tested, and transitioned into production in a controlled and structured manner.
- Partner with Service Management functions (e.g., Change, Release, and Configuration Management) to ensure adherence to established ITIL processes and governance.
- Actively participate in Change Advisory Board (CAB) sessions to present, justify, and secure approval for project-related changes and releases.
- Ensure readiness for go-live by delivering complete documentation, knowledge articles, and support models to enable effective post-launch operations.
- Drive continuous improvement across project delivery and service management processes.
- Technical, Delivery, and Leadership Competencies
- Solid understanding of IT operations and infrastructure, including eCommerce platforms, hybrid environments on-premises equipment (CPE) and cloud infrastructure, web technologies, APIs, systems integration, and security/compliance.
- Working knowledge of Agile, Scrum, and hybrid delivery methodologies.
- Proficiency in project management and collaboration tools (e.g., Jira, Confluence, Smartsheet, Monday.com).
- Strong skills in planning, estimation, and dependency management to ensure predictable delivery.
- Effective stakeholder management and communication, with the ability to engage both technical and non-technical audiences.
- Strong problem-solving mindset, proactively identifying and mitigating risks and issues.
- Ability to manage multiple priorities and concurrent projects in a fast-paced, evolving environment.
- Data-driven approach with experience in KPI tracking, reporting, and performance management.
- Collaborative, team-oriented leadership style with a focus on continuous improvement and operational excellence.
