Service Delivery & Project Manager

We are looking for a hands-on Service Delivery and Project Manager to own the support and improvement of our client's General and Administrative application portfolio. You will run day-to-day service delivery for platforms such as Workday, UKG, iCertis and DocuSign, manage enhancement and upgrade projects, and act as the trusted point of contact for HR, Finance, Legal and Procurement stakeholders.

Responsibilities:

• Own end-to-end service delivery for the G and A application portfolio, ensuring stable, reliable operations and agreed service levels.
• Manage incidents, service requests, problems and changes through ServiceNow, from intake and triage to resolution and closure.
• Monitor SLA performance, ticket ageing and backlog; take corrective action before issues escalate.
• Coordinate with vendors (Workday, UKG, iCertis, DocuSign and others) on escalations, defects, releases and roadmap items.
• Lead enhancement, integration, upgrade and new-module projects across G and A systems, from requirements to go-live and hypercare.
• Build project plans, track scope, timelines, budgets, risks and dependencies, and report status clearly to stakeholders.
• Coordinate cross-functional teams, including client IT, business owners, vendors and MResult delivery teams.
• Ensure changes follow the client's change management, access control and audit requirements, including SOX controls where applicable.
• Act as the primary point of contact for HR, Finance, Legal and Procurement stakeholders on application support and projects.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business or a related field, or equivalent experience.
• 8+ years of experience in IT service delivery, application support or project management.
• Hands-on experience supporting at least two of: Workday, UKG (Pro/UltiPro), iCertis, DocuSign.
• Strong working experience with ServiceNow for incident, request, problem and change management.
• Good understanding of G and A business processes across HR, payroll, finance, legal and contract management.
• Experience in life sciences, biopharma or other regulated industries.
• Familiarity with SOX controls, audit support and access reviews for G and A systems.
• Experience with integrations and middleware (for example, Workday Studio/EIBs, APIs, iPaaS tools).
• Exposure to automation tools such as Power Automate or RPA, and to reporting tools such as Power BI.
• Experience working with onshore and offshore delivery teams.

Candidates should hold one or more of the following:

• Service management: ITIL 4 Foundation or higher (required).
• Project management: PMP, PRINCE2, CAPM or Certified ScrumMaster.
• ServiceNow: ServiceNow Certified System Administrator (CSA) or ITSM Implementation Specialist.
• Platform: Workday, UKG, DocuSign or iCertis certifications are a strong plus.

Skills

DocuSign, ITIL, ServiceNow, UKG, Workday, iCertis