Job Summary

Role Summary: We are looking for an experienced Senior Process Consultant – ITSM to design, develop, implement, and establish IT Service Management processes from the ground up in a complex multivendor environment. The role will be responsible for defining process governance, aligning service delivery with business objectives, and ensuring consistent adoption of ITIL-based practices across internal teams, vendors, and service partners. 

Key Responsibilities

• Design, document, and implement ITSM processes from scratch, including Incident, Major Incident, Problem, Change, Request, Knowledge, Configuration, Service Level, and Continual Improvement Management.

• Establish end-to-end process governance across multiple vendors, internal IT teams, and business stakeholders.

• Define process policies, workflows, roles, responsibilities, RACI matrices, KPIs, SLAs, OLAs, and reporting mechanisms.

• Assess current-state service operations, identify gaps, and create a structured roadmap for ITSM maturity improvement.

• Ensure processes are aligned with ITIL best practices, contractual obligations, operational requirements, and business priorities.

• Facilitate workshops with stakeholders to gather requirements, validate process designs, and drive process adoption.

• Develop process documentation, standard operating procedures, templates, governance decks, and training material.

• Work closely with ServiceNow or other ITSM platform teams to translate process requirements into tool workflows and automation opportunities.

• Monitor process performance through dashboards, service reviews, trend analysis, and continuous improvement initiatives.

• Drive vendor compliance, performance transparency, escalation discipline, and consistent service delivery standards.

• Support organizational change management by promoting process adherence, communication, and stakeholder engagement.

Skill Requirements

• 10+ years of experience in IT Service Management, IT operations, service delivery, process consulting, or related roles.

• Strong hands-on experience in designing and implementing ITSM processes in enterprise or global delivery environments.

• Proven experience working in multivendor, multisupplier, or outsourced service delivery models.

• Deep understanding of ITIL practices, service lifecycle management, governance, and continual improvement.

• Experience defining SLAs, OLAs, KPIs, service reporting, escalation models, and operational governance frameworks.

• Strong knowledge of ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, Freshservice, or similar platforms.

• Ability to convert business and operational requirements into practical process workflows and governance models.

• Experience conducting process maturity assessments, gap analysis, and process improvement initiatives.

• Excellent stakeholder management, workshop facilitation, presentation, and documentation skills.

• Strong analytical, problem-solving, negotiation, and decision-making abilities.

Other Requirements

• ITSM Process Design and Implementation

• ITIL Framework and Service Lifecycle Management

• Multivendor Governance and Supplier Management

• Incident, Problem, Change, Request, Knowledge, and Configuration Management

• Service Level Management, SLA/OLA Design, and KPI Reporting

• Process Mapping, SOP Creation, and RACI Definition

• ServiceNow or ITSM Tool Workflow Design

• Operational Governance and Continuous Service Improvement

• Stakeholder Management and Executive Communication

• Workshop Facilitation, Training, and Change Adoption