Project Manager - ITSM/Freshworks Implementations

About the Job

We are seeking a highly organized and results-driven Project Manager to lead and deliver ITSM product implementation projects, preferably involving Freshworks solutions (Freshservice & Freshdesk), from initiation through completion.

The Project Manager will ensure projects are delivered on time, within scope, and within budget while aligning implementation activities with the client's ITSM transformation goals.

Key Responsibilities

• Lead end-to-end Freshworks implementation projects, managing scope, timelines, risks, and resources

• Coordinate cross-functional teams including Solution Architects, Implementation Engineers, Developers, and Business Analysts

• Define project plans, milestones, deliverables, and timelines aligned with client objectives

• Manage stakeholder communication, project reporting, and governance

• Oversee requirements gathering, design workshops, and UAT sessions with clients

• Ensure implementation activities follow ITIL processes and enterprise standards

• Drive change management and adoption strategies for client organizations

• Monitor project KPIs and SLAs to ensure measurable business outcomes

• Identify and manage project risks, dependencies, and issues throughout the lifecycle

Required Qualifications

• Bachelor's/Master's degree in Computer Science, IT, or a related field

• Minimum 4 years of experience managing Freshworks or other ITSM product implementations, with 8–10 years of overall IT experience

• Strong knowledge of ITIL processes and ITSM frameworks

• Experience with project management methodologies (Agile, Waterfall, or Hybrid)

• Excellent communication, leadership, stakeholder management, and coordination skills

• Proficiency in project management tools such as MS Project, Jira, Trello, or equivalent

Preferred Qualifications

• PMP or equivalent project management certification

• Hands-on experience managing Freshworks implementations (Freshservice / Freshdesk)

• Experience managing enterprise ITSM transformation projects

• Experience coordinating technical and functional teams in client-facing environments

Note: Candidates without prior ITSM / Freshworks implementation experience will be least preferred.