Project manager in employee technology experience

We are TBC, a leading financial institution in the region and the winner bank in Central and Eastern Europe at The Banker’s Technology Awards 2026, a prestigious international publication. We are a bold and ambitious team, fulfilling our mission and making people’s lives easier. We set new service standards using data analysis, artificial intelligence, and digital products. We support your development, achieving your goals, and creating your success story—the most important thing is to believe.

• Manage the full cycle of Employee Technology Experience projects: scope, plan, risks, dependencies, status, and closure.
• Coordinate deployment waves with support, engineering, and business teams, including launch date, communication, and rollback plan.
• Ensure the transition of new services and technology changes into operations: instructions, training, escalation path, and support team readiness before go-live.
• Triage incoming IT support requests, classify them (project, improvement, problem, operational work), and assign them to the right team.
• Prioritize the backlog according to the department model, while observing team workloads and WIP limits.
• Manage the continuous improvement (CSI) register.
• Analyze incident/ticket data, identify the causes of recurring requests with team involvement, and turn them into problem records, solutions, or training materials.
• Track the completion of corrective actions resulting from RCA and confirm a reduction in incident trends.
• Analyze IT support processes (incident, request, and escalation management, handoffs between teams), identify gaps and unnecessary steps, and improve (optimize) processes with measurable results.
• Coordinate AI and automation initiatives in support: self-service assistant, automatic request classification, and automation of recurring operations.
• Report on IT support: request volume, resolution time, issue SLA, recurring incidents, employee satisfaction, and project progress.
• Support the Employee Technology Experience Project Lead, prepare status reports, and cover IT support matters in their absence.

• At least 4 years of experience in IT, including at least 2 years in IT Support / IT Service Desk / End-User Support or a similar role.
• At least 2 years of experience managing or coordinating IT projects involving multiple teams.
• Knowledge of IT service management processes (incident, request, problem, change, knowledge management, continuous improvement), ITIL 4, or other relevant practices.
• Experience setting up boards, filters, and dashboards in work management / ITSM tools.
• Ability to analyze data and create simple, clear reports.
• General technical knowledge of Windows and macOS devices, cloud, identity, and device management.
• Fluency in Georgian and English (written and spoken).
• A strong sense of responsibility, ability to manage priorities, and direct, structured communication skills.
• Willingness to work with AI tools and modern technologies.
• Будет плюсом: Project management certification (CAPM, PMP, PRINCE2) or ITIL 4 Foundation; Experience with DEX / XLA metrics or measuring employee experience; Experience working in banking or another regulated field; Experience setting up a knowledge base or self-service portal; Experience working with reporting tools

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