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