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The AVP, Project Manager will lead the successful delivery of strategic service initiatives across the Service Management function. This role requires a self-motivated leader with deep IT Service Management (ITSM) expertise, strong project execution capabilities, and the ability to define and drive strategy from the ground up.
Job Responsibility:
Lead end-to-end delivery of Service Management initiatives (e.g., incident, problem, change, automation, DR, reporting, and operational readiness)
Develop and maintain project charters, initiative trackers, detailed project plans, risk logs, and leadership dashboards
Create compelling PowerPoint presentations for executive updates and business storytelling
Proactively identify and remove blockers to maintain momentum and ensure delivery
Manage initiative and portfolio lists with transparency into priorities, dependencies, and progress
Build strong stakeholder relationships across business and technology teams to drive alignment
Ensure project outcomes support operational excellence, risk reduction, and customer satisfaction
Drive accountability, follow-through, and execution discipline across all initiatives
Requirements:
10+ years of experience in project/program management, preferably in ITSM or Technology Operations
Strong understanding of ITIL or related frameworks (Incident, Problem, Change, CMDB, Knowledge, End user technology, Monitoring, Service Automation, etc.)
Proven success leading cross-functional projects from inception to delivery
Excellent communication and presentation skills
able to simplify complex topics for leadership
Hands-on experience with PowerPoint, Excel, and project management tools (e.g., Smartsheet, Jira, MS Project)
Demonstrated ownership, independence, and results-driven mindset
Strong stakeholder engagement and relationship-building skills
Bachelor's degree in information systems, business information technology, computer science, or a technical field is preferred
Nice to have:
ITIL certification or equivalent experience
Experience with service management platform
PMP, PgMP, or equivalent certification
Background in financial services, banking, or large-scale enterprise environments