IT Project Manager – Breakfix Prioritization Program

Overview

This is a US-based remote position that will start as a 6 month engagement and could extend up to 18 months.

Summary:
The IT Project Manager will lead and mature the IT breakfix prioritization program, ensuring effective management of prioritization logic change requests, escalations, and manual override processes. This role applies project management methodologies across all phases of the project lifecycle, including design, scope, quality, and performance reporting. The Project Manager will collaborate with the IT Process and Standards (ITPS) team, Core Datacenter Services (CDS) Engineering, internal engineering groups, Datacenter Operations (DC Ops), and breakfix operations stakeholders to deliver high-quality solutions that meet business needs.

Key Responsibilities

• Program Leadership
  • Drive maturity of the breakfix prioritization program.
  • Manage prioritization logic change requests, escalations, and manual override requests.
• Project Management
  • Develop project plans, timelines, and scope for prioritization initiatives.
  • Manage project resources, providing motivation, coaching, and guidance.
  • Ensure appropriate systems development and project management processes are followed.
• Collaboration & Stakeholder Engagement
  • Partner with functional teams to define business requirements.
  • Collaborate with CDS Engineering to:
  • Define test plans and ensure defect-free releases.
  • Develop rollout plans and operational procedures.
  • Establish prioritization success metrics.
  • Prepare and present prioritization change impact analyses.
  • Coordinate with ITPS, CDS, and breakfix operations partners for seamless execution.
• Governance & Reporting
  • Lead support analysts in delivering change and release management for prioritization logic.
  • Make presentations to steering committees and project sponsors.
  • Provide change and release management communication updates.
  • Deliver quality and performance reporting for program initiatives.

Expected Outcomes

• Mature and streamlined breakfix prioritization processes
• Timely delivery of prioritization initiatives with clear project plans and scopes
• Effective stakeholder engagement and alignment across teams
• Defect-free releases and robust operational procedures
• Efficient change and release management with clear communication

Requiremented Skills

• Project Management
  • Ability to develop, execute, and monitor project plans, timelines, and deliverables.
  • Strong communication skills for stakeholder alignment and transparent updates.
  • Expertise in managing change requests and release cycles, ensuring smooth implementation and minimal operational disruption.
  • 5–7 years of proven project management experience in large-scale, multi-platform environments.
• Technical Knowledge of IT Infrastructure
  • Deep understanding of IT breakfix operations processes, data center operations, ticketing systems, escalation handling, and change/release management.
  • Familiarity with enterprise IT systems, troubleshooting, and operational procedures.
• Documentation & Tooling, Process and Procedure Development
  • Proficiency in creating, maintaining, and updating technical documentation for processes and procedures.
  • Ability to develop and refine tooling requirements to support operational efficiency and program maturity.
  • Experience designing and implementing standardized workflows and best practices for IT operations.