Project Manager for Enterprise IT Managed Services

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
• Ensure seamless integration with existing ServiceNow infrastructure

Create a scalable framework for adding additional personnel as needed

1. JOB RESPONSIBILITIES:

The Project Manager shall be responsible for the following deliverables and activities:

1. RFP Development and Documentation

The Project Manager will develop a comprehensive RFP document that includes, but is not limited to:

1. 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

1. 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

1. Resource Requirements Section

Dedicated on-site resource specifications include:

• Required skill sets and certifications
• Minimum experience levels
• Coverage hours and shift requirements
• Onboarding and transition requirements

Flexible personnel addition framework with:

• Process for requesting additional resources
• Rate card structure for various skill levels
• Ramp-up timeframes for new personnel
• Knowledge transfer requirements

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. REQUIRED QUALIFICATIONS AND EXPERIENCE

The Project Manager must possess:

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