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Track Lead (Support & Operations)

Date Posted: Oct 22, 2026
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Job Detail

  • location_on
    Location Coimbatore, Tamil Nadu, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 08, 2026
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Job Description

Job Summary

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Key Responsibilities

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Skill Requirements

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Other Requirements

ITSM Project Manager - Job Description

Position Title: ITSM Project Manager (IT Service Management)

Job Summary: The ITSM Project Manager is responsible for planning, implementing, and managing IT Service Management projects to improve service delivery, operational efficiency, and customer satisfaction. The role involves coordinating cross-functional teams, managing project timelines, ensuring alignment with ITIL best practices, and driving continuous service improvement initiatives.

Key Responsibilities:

  • Lead and manage ITSM projects from initiation to closure.
  • Gather business requirements and translate them into ITSM solutions.
  • Implement and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Catalog Management.
  • Coordinate with stakeholders, technical teams, vendors, and business leaders.
  • Develop project plans, schedules, budgets, and resource allocation strategies.
  • Monitor project progress, risks, issues, and dependencies.
  • Ensure compliance with ITIL frameworks, organizational policies, and governance standards.
  • Manage ITSM tool implementations and upgrades (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Conduct status meetings and provide regular project updates to leadership.
  • Drive service improvement initiatives and measure performance using KPIs and SLAs.
  • Support change management and user adoption activities.

Required Skills & Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • 5+ years of experience in IT Service Management and Project Management.
  • Strong knowledge of ITIL practices and service management frameworks.
  • Experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management.
  • Proficiency in project management methodologies (Agile, Scrum, Waterfall).
  • Strong stakeholder management and communication skills.
  • Experience in risk management, budgeting, and resource planning.
  • ITIL Foundation certification preferred.
  • PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Competencies:

  • Leadership and team management
  • Problem-solving and analytical thinking
  • Strategic planning
  • Customer-centric approach
  • Process improvement
  • Vendor and stakeholder management
  • Excellent verbal and written communication

Preferred Experience:

  • IT infrastructure, cloud, and digital transformation projects.
  • ServiceNow implementation or migration projects.
  • Enterprise-scale IT operations and support environment.
  • Experience managing global teams and multiple projects simultaneously.

Typical KPIs:

  • SLA Compliance Rate
  • Incident Resolution Time
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Project Delivery Within Budget and Timeline
  • Service Availability/Uptime

 

Source: HCLTech careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

HCLTech
HCLTech · Noida, Uttar Pradesh, India
4,506 open roles

HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More

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