Employee Technology Experience Project Manager

Responsibilities

• Full project management of employee experience projects in technology: scope definition, planning, risk, dependency, status, and project closure;
• Coordinate implementation phases (deployment waves) with support teams, engineers, and business units, including launch date, communication plan, and rollback plan.
• Ensure the transition of new services and technological changes into operation (service transition): instructions, training, escalation, and readiness of support teams for go-live;
• Trigger, classify (project, improvement, problem, operational task) incoming requests related to IT support and distribute them to the relevant teams;
• Prioritize the backlog according to the departmental model, adhering to team workload and WIP limits;
• Manage the Continuous Service Improvement (CSI) registry.
• Analyze incident/ticket data, identify root causes of recurring issues with team involvement, and transform them into problem records, solutions, or training materials.
• Monitor the implementation of corrective actions based on RCA and confirm the reduction in incident trends;
• Analyze IT support processes (incident, request, and escalation management, handoffs between teams), identify shortcomings and redundant steps, and improve (optimize) processes with measurable results;
• Coordinate AI and automation initiatives in support: self-service assistant, automatic ticket classification, automation of repetitive operations;
• Report on IT support: volume of requests, resolution time, SLA for tasks, recurring incidents, employee satisfaction, project progress;
• Support the Head of Employee Technology Experience Projects, prepare status reports, and act as a substitute for IT support matters.

Requirements

• Minimum 4 years of experience in IT, including at least 2 years in IT Support / IT Service Desk / End-User Support or a similar role;
• Minimum 2 years of experience in managing or coordinating IT projects involving multiple teams;
• Knowledge of IT Service Management processes (incidents, requests, problems, changes, knowledge management, continuous improvement), ITIL 4 or other relevant practices;
• Experience configuring boards, filters, and dashboards in work management / ITSM tools;
• Ability to analyze data and create simple, understandable reports;
• General technical knowledge of Windows and macOS operating systems, cloud technologies, identity and device management;
• Fluent in Georgian and English (written and spoken);
• High sense of responsibility, ability to manage priorities, and conduct direct, structured communication;
• Willingness to work with AI tools and modern technologies.

Advantages

• Project Management Certification (CAPM, PMP, PRINCE2) or ITIL 4 Foundation;
• Experience with DEX / XLA metrics or employee experience measurement;
• Experience in banking or other regulated industries;
• Experience creating a knowledge base or self-service portal;
• Experience with reporting tools.

We are TBC, a leading financial institution in the region and the winner of the Technology Awards 2026 from the influential international publication The Banker as the best bank in Central and Eastern Europe, where a bold and determined team fulfills its mission and simplifies people's lives. We are setting a new standard of service using data analysis, artificial intelligence, and digital products. We support you in your development, achieving your goals, and creating your success story — the most important thing is to believe in yourself.