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Key Expectations

Lead the end-to-end delivery of IT operations and infrastructure projects, ensuring alignment with business objectives and operational readiness.
Integrate ITIL best practices throughout the project lifecycle, with a strong focus on Service Transition to ensure smooth and controlled deployment into production environments.
Drive collaboration across cross-functional teams—including Engineering, Infrastructure, Security, and Service Management—to ensure seamless execution and handoff to operations.
Oversee and govern change and release activities, ensuring compliance with established ITIL processes and active participation in Change Advisory Board (CAB) reviews.
Ensure that all deliverables required for operational success—such as documentation, knowledge articles, runbooks, and support models—are complete and validated prior to go-live.
Proactively manage risks, dependencies, and issues, ensuring minimal disruption to live services and business operations.
Champion continuous improvement across both project delivery and service management processes.

Qualifications

Education:

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related fields, or equivalent experience
ITIL v3 or ITIL v4, PMP, PRINCE2, Scrum Master (CSM/PSM), or equivalent certification is a plus.

Experience:

More than 5 years of experience in project management, preferably in IT Infrastructure and Operations implementing ITIL frameworks.
Hands-on experience working with Agile/Scrum teams, especially in environments transitioning from traditional methodologies.

Preferred:

Experience with working in high-growth environments.
Exposure to digital marketing, analytics, and digital experience optimization.
Experience with specific eCommerce platforms (e.g., Shopify, Magento/Adobe Commerce, Salesforce Commerce Cloud).

Required Skills & Competencies

Technical, Delivery, and Leadership Competencies Solid understanding of IT operations and infrastructure, including eCommerce platforms, hybrid environments
- - on-premise equipment (CPE) and cloud infrastructure, web technologies, APIs, systems integration, and security/compliance.
- Working knowledge of Agile, Scrum, and hybrid delivery methodologies.
- Proficiency in project management and collaboration tools (e.g., Jira, Confluence, Smartsheet, Monday.com).
- Strong skills in planning, estimation, and dependency management to ensure predictable delivery.
- Effective stakeholder management and communication, with the ability to engage both technical and non-technical audiences.
- Strong problem-solving mindset, proactively identifying and mitigating risks and issues.
- Ability to manage multiple priorities and concurrent projects in a fast-paced, evolving environment.
- Data-driven approach with experience in KPI tracking, reporting, and performance management.
- Collaborative, team-oriented leadership style with a focus on continuous improvement and operational excellence.