ITSM Project Manager (Freshworks/Freshservice)

We are seeking a highly organized and results-driven Project Manager to lead and deliver ITSM Implementation projects, preferably with Freshworks, from initiation to completion. The ideal candidate will have proven expertise in planning, execution, risk management, and cross-functional coordination to ensure projects are delivered on time, within scope, and within budget.

Key Responsibilities:

Lead endtoend ITSM implementation projects, managing scope, timelines, risks, and resources.

Coordinate crossfunctional teams (Solution Architects, Implementation Engineers, Developers, Business Analysts).

Define project plans, milestones, and deliverables in alignment with client objectives.

Manage stakeholder communication, reporting, and governance.

Oversee requirements gathering, design workshops, and UAT sessions.

Ensure compliance with ITIL processes and enterprise standards.

Drive change management and adoption strategies for client organizations.

Monitor project KPIs, SLAs, and ensure measurable business outcomes.

Qualifications:

Experience in implementing ITSM ( e.g. Fresh works) implementation is highly desirable

Bachelor’s degree in Business, Management, Engineering, or related field

3–5 years of proven project management experience in ITSM Implementation Projects

Strong communication, stakeholder management, and leadership skills

Ensure effective collaboration with international stakeholders

PMP or equivalent certification preferred