Salesforce ITSM Project Manager

Salesforce ITSM Project Manager (PM) Experience: 8-12 Years Role Overview The Salesforce ITSM Project Manager will lead the delivery and implementation of Salesforce-based IT Service Management (ITSM), Enterprise Service Management (ESM), Service Cloud, Agentforce, CMDB, Asset Management, and Service Catalog solutions. The role is responsible for end-to-end project delivery, stakeholder management, governance, planning, risk management, and successful execution of business outcomes while ensuring adherence to Agile and project management best practices.

Key Responsibilities Project Management & Delivery Lead end-to-end Salesforce ITSM project delivery. Develop and manage project plans, schedules, milestones, and deliverables. Define project scope, objectives, assumptions, dependencies, and success criteria. Manage project budgets, resource plans, and utilization. Drive project governance and reporting. Ensure projects are delivered on time, within scope, and within budget.

Coordinate cross-functional teams including Business Analysts, Architects, Developers, Testers, and Change Management teams. Manage project escalations and resolution of delivery challenges. Stakeholder Management Serve as the primary point of contact for customer and internal stakeholders. Facilitate executive, steering committee, and operational governance meetings. Manage stakeholder expectations and communication plans.

Present project status, risks, issues, and mitigation plans to leadership. Build strong relationships with business, IT, and operational teams. Salesforce ITSM Delivery Provide leadership and oversight for implementations covering: Incident Management Problem Management Change Management Service Request Management Knowledge Management Major Incident Management Service Level Management Enterprise Service Management CMDB & Service Configuration Management Oversee CMDB implementation initiatives.

Ensure Configuration Item (CI) governance and lifecycle management. Drive Service Mapping and dependency mapping programs. Govern CMDB data quality, completeness, and compliance. Coordinate integration requirements across enterprise systems. IT Asset Management Lead HAM (Hardware Asset Management) initiatives. Lead SAM (Software Asset Management) initiatives. Oversee asset lifecycle management processes. Support software licensing and compliance programs.

Ensure alignment between CMDB and Asset repositories. Service Catalog & Enterprise Service Management Lead Service Catalog design and implementation. Govern approval workflows and fulfillment processes. Support expansion of ITSM capabilities into enterprise functions including: HR Services Facilities Finance Operations Shared Services Employee Experience Platforms Agile Program Leadership Lead Sprint Planning, Reviews, and Retrospectives.

Manage delivery roadmaps and release plans. Track velocity, capacity, and sprint outcomes. Remove delivery impediments and facilitate team collaboration. Ensure alignment between business priorities and delivery teams. Risk, RAID & Governance Management Establish and manage RAID (Risks, Assumptions, Issues, Dependencies) logs. Drive risk mitigation and contingency planning. Ensure project compliance with organizational delivery standards.

Conduct regular project health assessments. Manage change requests and scope control processes. Quality Assurance & UAT Oversight Oversee test strategy and test execution activities. Ensure UAT readiness and completion. Monitor defect resolution and release quality. Drive deployment readiness reviews and go-live planning. Support hypercare and transition to support operations. Required Qualifications 8-12 years of Project Management experience. 5+ years delivering Salesforce programs and projects.

Experience managing Service Cloud and ITSM implementations. Strong understanding of ITIL-based service management processes. Experience delivering Agile and Hybrid projects. Strong stakeholder and executive management skills. Experience managing distributed and cross-functional teams. Proven experience managing customer-facing projects. Preferred Qualifications Salesforce Administrator Certification Salesforce Service Cloud Consultant Certification Salesforce Business Analyst Certification PMP (Project Management Professional) PRINCE2 Practitioner Certified Scrum Master (CSM) SAFe Agilist ITIL Foundation or ITIL Managing Professional Key Skills Project Management Project Planning Schedule Management Budget Management Resource Management Risk Management RAID Management Executive Reporting Governance Management Salesforce Service Cloud Experience Cloud Agentforce Omni-Channel Einstein AI Knowledge Management Case Management Digital Engagement ITSM Incident Management Problem Management Change Management Request Fulfillment Service Level Management Knowledge Management Major Incident Management CMDB Configuration Item Management Service Mapping Dependency Mapping CI Governance Data Quality Management Asset Management Hardware Asset Management (HAM) Software Asset Management (SAM) Asset Lifecycle Management License Management Leadership Stakeholder Management Executive Communication Customer Relationship Management Vendor Management Team Leadership Conflict Resolution Negotiation Core Competencies Strategic Thinking Program & Project Delivery Customer-Centric Leadership Governance & Compliance Business Transformation Enterprise Service Management Agile Delivery Cross-Functional Collaboration Executive Presence Continuous Improvement