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
- JOB RESPONSIBILITIES:
The Project Manager shall be responsible for the following deliverables and activities:
- RFP Development and Documentation
The Project Manager will develop a comprehensive RFP document that includes, but is not limited to:
- 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
- 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
- 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
- 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