Project Manager for Enterprise IT Managed Services
il y a 5 jours
Jersey City
Job Description Project Manager III to lead the development and execution of a comprehensive Request for Proposal (RFP) process to acquire a qualified managed services provider for Enterprise IT Operations. The selected contractor will manage gathering information from critical IT service towers including Service Desk, End-User Computing, Server & Storage, Database Management, and Configuration Management Database (CMDB), all integrated with the organization's existing ServiceNow platform. The Project Manager's primary objective is to develop a detailed, comprehensive RFP that will enable the organization to: • Identify and evaluate qualified managed services providers, • Establish clear service level agreements and performance metrics, • Define resource requirements including dedicated on-site personnel, • IT Service Tower Specifications, • IT Catalog Service Tower requirements and integration points, • Service Desk operations and support structure, • End-User Computing management and support, • Server & Storage infrastructure management, • Database Management services and administration, • Configuration Management Database (CMDB) maintenance and accuracy, • ServiceNow platform integration and optimization requirements, • Service Level Agreement (SLA) Framework, • Define measurable SLAs for each service tower, • Establish performance metrics and Key Performance Indicators (KPIs), • Specify reporting requirements and cadence, • Define escalation procedures and penalty structures, • Include service credit mechanisms for SLA violations, • Required skill sets and certifications, • Minimum experience levels, • Coverage hours and shift requirements, • Process for requesting additional resources, • Rate card structure for various skill levels, • Ramp-up timeframes for new personnel, • Knowledge transfer requirements, • ServiceNow Integration Requirements, • Current ServiceNow configuration documentation requirements, • Integration specifications and API requirements, • Data migration and mapping requirements, • Reporting and dashboard requirements, • Customization and enhancement capabilities, • Vendor Qualification Criteria, • Required certifications (ServiceNow, ITIL, etc.), • Minimum experience with enterprise environments, • References and case studies requirements, • Financial stability requirements, • Security and compliance certifications, • Pricing Structure, • Base service pricing models (per user, per device, etc.), • On-site resource pricing (hourly, monthly, annual), • Additional personnel rate cards, • One-time implementation and transition costs, • Service level-based pricing tiers, • Stakeholder Management, • Conduct stakeholder interviews to gather requirements, • Facilitate requirements gathering workshops, • Present RFP drafts for review and approval, • Incorporate feedback from IT leadership, operations teams, and finance, • Obtain executive sign-off on final RFP document, • RFP Process Management, • Develop RFP timeline and milestone schedule, • Create vendor evaluation criteria and scoring methodology, • Draft vendor communication templates and FAQ processes, • Coordinate vendor pre-proposal conferences/Q&A sessions, • Manage proposal submission process, • Lead proposal evaluation and vendor selection activities, • Vendor Evaluation Support, • Develop comprehensive evaluation matrix, • Coordinate proposal review sessions, • Facilitate vendor presentations and demonstrations, • Support technical due diligence activities, • Assist in negotiation strategy development, • Prepare recommendation documentation for executive decision Qualifications/Experience: • Minimum 5 years of project management experience, • Demonstrated experience writing RFPs for IT managed services, • Strong understanding of ITIL frameworks and IT service management, • Experience with ServiceNow platform and have managed services integrations, • PMP or equivalent project management certification, • Compliance with relevant industry standards (HIPAA, PCI-DSS if applicable. Highly Desirable: • ServiceNow certification (CSA, CIS, or similar), • ITIL Certification, • ISO 27001 or SOC 2 Type II certification, • Experience with enterprise-scale IT outsourcing transitions, • Knowledge of vendor management and contract negotiation, • Background in IT operations or infrastructure management, • Experience with change management and stakeholder engagement