Service Management Consultant / ITSM Process Specialist
Core
Design, document, and embed IT Service Management (ITSM) processes aligned with ITIL 4 principles to enable reliable, efficient, and scalable service operations in complex enterprise environments.
Role type
Senior ITSM Process Consultant / Service Management Specialist
Builds
Fit-for-purpose ITSM processes, governance frameworks (SLAs, KPIs), and operational roadmaps for multi-supplier and cloud-based delivery models.
Domain
IT Service Management (ITIL 4), Enterprise Operations, Cloud/DevOps/SRE integration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL 4 process design, stakeholder facilitation, maturity assessment, ITSM tooling configuration, governance framework definition, process gap analysis, documentation development, service transition support
Preferred skills
Advanced ITIL certifications (Managing Professional/Strategic Leader), SIAM experience, ServiceNow implementation, cloud platform service management, automation/AIOps, regulated environment experience
Technologies
ServiceNow, AWS, Azure, Google Cloud
Responsibilities
Design and document ITSM processes (Incident, Problem, Change, Event, Request, Knowledge, Configuration); Facilitate workshops to gather requirements and align on process design; Assess current-state maturity and define improvement roadmaps; Implement service management capabilities in project and BAU environments; Integrate ITSM with DevOps/SRE practices; Collaborate on tooling workflows and automation; Define governance frameworks including SLAs and KPIs; Identify and resolve operational issues; Develop training materials and knowledge artefacts; Support service transition and optimization.
Seniority
Senior, hands-on IC with advisory responsibilities
