Lead Consultant
Core
Lead and mature the end-to-end IT service management ecosystem for a major client, ensuring stability, reliability, and operational excellence across all ITSM domains.
Role type
Senior IT Service Management Lead (ITSM)
Builds
Stable, reliable IT services governed by ITIL v4 practices and ServiceNow platforms
Domain
IT Service Management / IT Operations
Required skills
ITIL v4 Foundation, ServiceNow power user, Incident & Major Incident management, Problem Management, Change Management, Request Fulfilment, Knowledge Management, Configuration Management (CMDB), Software & Hardware Asset Management (SAM/HAM), SLA/OLA/KPI governance, multi-vendor management, operational readiness, continuous service improvement
Preferred skills
ITIL Managing Professional certification, ServiceNow administration capability
Technologies
ServiceNow, ITIL v4
Responsibilities
Provide leadership of daily IT service operations across all ITSM domains; Manage Incident and Major Incident processes end-to-end; Lead Problem Management initiatives including root cause analysis; Oversee Request Fulfilment processes; Own and govern Change Management including CAB leadership; Define and report service performance metrics; Lead and govern Software Asset Management (SAM) and Hardware Asset Management (HAM); Own CMDB integrity and data quality; Drive operational readiness activities for transitions; Lead Knowledge Management uplift; Govern event and monitoring capability; Act as ServiceNow process/product owner for ITSM/ITOM modules; Manage ITSM-related risk controls, compliance activities, and audit responses; Oversee multi-vendor performance; Drive continuous service improvement initiatives
Seniority
Senior, hands-on IC