FLEX Project Manager

Marriott • Bethesda, MD

1d • Hybrid

About The Position

The ITSM Project Manager is part of the Technology Experience Center (TEC),
supporting the organization’s mission to create exceptional technology and
service experiences. This role is responsible forplanning, executing, and
delivering ITSM-related initiatives that improve service quality, operational
consistency, and adoption of ITSM practices across the enterprise.

At Marriott, we are evolving how technology services are designed, delivered, and measured. The ITSM Project Manager plays a critical role in driving this
transformation by managing cross-functional projects spanning ITSM process
improvements, ServiceNow enhancements, data transparency initiatives, and
organization-wide enablement efforts. This position serves as a bridge between
ITSM practice owners, product teams, operational teams, and business
stakeholders to ensure initiatives are delivered on time, aligned to strategy,
and adopted effectively.

Requirements

• Undergraduate degree or equivalent professional experience and certifications.
• 5+ years of experience in IT project or program management.
• Demonstrated experience delivering ITSM, service operations, or service management initiatives.
• Experience working with ServiceNow or similar ITSM platforms.
• Proven ability to manage cross-functional initiatives involving both technical and non-technical stakeholders.
• Strong communication, facilitation, and documentation skills.

Nice To Haves

• ITIL v4 certification or strong working knowledge of ITIL practices.
• Experience with ITSM domains such as Incident, Problem, Change, Request, CMDB, or Service Catalog.
• Familiarity with Agile, SAFe, or hybrid delivery methodologies.
• Experience supporting organizational change management and enablement.
• Ability to influence without direct authority and drive adoption of new processes and tools.
• Strong organizational skills with the ability to manage multiple initiatives concurrently.
• Experience delivering ITSM or Service Management initiatives in a complex, matrixed enterprise environment.

Responsibilities

• Lead the planning and delivery of ITSM and TEC-related initiatives, including process improvements, tool enhancements, and operational readiness efforts.
• Develop and maintain project plans, timelines, milestones, and risk logs for assigned initiatives.
• Partner with ITSM Practice Owners, product teams, SRE teams, Service Desk leaders, and other stakeholders to define scope, requirements, and success criteria.
• Coordinate cross-functional teams to ensure project deliverables are executed effectively and aligned with enterprise priorities.
• Support ServiceNow initiatives, including workflow enhancements, data quality improvements, reporting, and automation enablement.
• Drive enablement activities such as documentation, training materials, communications, and readiness activities to support organizational adoption of ITSM capabilities.
• Facilitate workshops, working sessions, and stakeholder reviews to gather input, confirm alignment, and drive decisions.
• Track and report on project status, dependencies, risks, and outcomes using defined metrics and dashboards.
• Ensure initiatives align with ITSM best practices, enterprise standards, and governance models.
• Champion continuous improvement by identifying opportunities to streamline delivery, improve service transparency, and enhance customer experience.
• Support change management and post-implementation reviews to ensure lessons learned are captured and applied.

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees