[Remote] Technical Project Manager

Note: The job is a remote job and is open to candidates in USA. Concorde, Inc is a trusted leader in Employment Screening and Health Services, offering a remote-centric work environment. The ITSM Manager is a hands-on Technical Project Manager responsible for leading the execution of IT Service Management processes, ensuring effective service operations and continuous improvement while collaborating closely with various teams.ResponsibilitiesOwn and lead the organization’s ITSM execution across Incident, Service, Change, and Problem ManagementServe as Product Owner for the Agile team supporting R&D, Production Support, Delivery, and ReliabilityLead Incident Management from alert through recovery, including:Incident coordination and stakeholder communicationRoot Cause Analysis (RCA)Emergency change coordinationRecommendation of permanent fixes via SOP or routine changesDrive Service Enablement by triaging and routing standard work items across teamsGovern Change Enablement, including:Managing SOP, routine, and emergency changesMaintaining change calendarsDriving approval workflows and complianceLead Problem Management to identify and eliminate root causes of recurring incidentsFacilitate post-mortems and convert findings into actionable backlog items for planned work for technology teamsDesign and maintain Policy and SOP aligned workflow & runbook specifications for:Production Support & TriageDelivery & ReliabilityDevelop and maintain ticket prioritization frameworks using impact × severity scoringEnsure production support work is reviewed and approved in alignment with the Principal EngineerPartner with the SAFe-aligned PMO and Enterprise Portfolio to drive coordinated execution and delivery outcomes across ITSM initiativesSupport the definition and operationalization of service and change enablement reporting signals, enabling the CTO to deliver actionable insights to senior and executive leadershipManage intake, triage pipelines, and workflow optimization across ticketing systemsProvide reporting on incidents, changes, service requests, and recurring issuesDrive continuous improvement in reliability, service quality, and operational executionSkillsStrong expertise in IT Service Management (ITSM)Proven experience leading incident response in production environmentsDeep knowledge of change management / enablement processesExperience in problem management and RCA methodologiesAbility to operate as both a Technical Project Manager and Product OwnerStrong technical credibility with engineering, delivery, and reliability teamsExperience designing triage workflows and prioritization frameworksKnowledge of impact × severity ticket ranking modelsStrong stakeholder management and communication skillsExperience writing SOPs, workflows, and operational specificationsHigh degree of organization, attention to detail, and execution disciplineBachelor's degree in computer science, Information Technology, Engineering, Project Management (with Technical Minor) or related field (or equivalent experience)5+ years of experience in Technical Project Management, ITSM, or Production OperationsHands-on experience with Jira, Planes, and ticketing systems such as OS TicketExperience operating within Agile environments with cross-functional responsibilitiesProven experience designing and implementing operational workflows and service processesExperience operating within a SAFe / Agile Release Train (ART) environmentExperience collaborating with PMO and Enterprise Portfolio governance structuresFamiliarity with Production Support, Delivery, and Reliability / SRE modelsExperience building operational dashboards and reporting frameworksKnowledge of ITIL or similar service management frameworksBenefitsCompetitive benefits including employer-matched 401(k) and health insuranceRemote-centric work environmentWork-life balanceOpportunities for professional growth, mentorship, and continuous developmentCompany OverviewSince 1983, Concorde has established itself as an industry leader in all facets of Employment Screening and Health Services including: Drug and Alcohol Testing, Background Screening and Occupational Health Services. It was founded in 1983, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://www.concorde2000.com.