Infrastructure Project Manager - firstPRO : Job Details

Our customer, a leader in the development, implementation, marketing, and underwriting of industry-specific insurance programs, is seeking a Senior Project Manager to oversee the end-to-end implementation of a new IT Service Management (ITSM) system (e.g., Freshworks). This role requires strong leadership, vendor management, and ITIL process optimization expertise to ensure successful deployment, adoption, and integration with existing IT infrastructure. This is a hybrid, 6+ month consulting opportunity!

Key Responsibilities

• Lead the planning, execution, and delivery of an ITSM system implementation, ensuring alignment with business goals, timelines, and budgets.
• Collaborate with internal teams, executive stakeholders, and external vendors to define requirements and manage project expectations.
• Streamline ITIL-based workflows, optimize processes, and drive user adoption through training and communication strategies.
• Identify and mitigate project risks while ensuring compliance with security and regulatory requirements.
• Define and track KPIs for the ITSM platform, monitor performance post-implementation, and lead continuous improvement efforts.

Qualifications

• Bachelor's degree in a technical discipline (engineering, computer science) or equivalent experience.
• 5+ years of experience in a Project Management role with full lifecycle project delivery.
• Proven vendor management experience.
• Expertise in Agile and Waterfall project management methodologies.
• Strong communication skills with a customer service–focused mindset.

Work Environment

• Hybrid schedule: On-site Tuesday–Thursday, remote Monday and Friday.
• Standard hours: 8:00 AM – 5:00 PM; occasional evening or weekend work may be required.
• Some travel to local or remote offices may be necessary to support projects.