Consultant ITSM

Experience

At least 8-10 years of experience in IT Service Management within large organizations, with a proven track record of managing and improving ITIL processes.

Qualification

Bachelor's degree in computer science, Information Technology, or related field.

Certification

• ITIL Expert or ITIL Master Certification
• ISO 20000 (SMS) Certification

Responsibilities TIL Process Design & Optimization

• Oversee the design, implementation, and optimization of ITIL processes such as Incident, Problem, Change, Configuration, and Service Level Management.
• Ensure IT services are aligned with the Customer / MSP program's strategic goals and drive continuous service improvement initiatives.
• Identify inefficiencies in service management processes and implement process redesigns for operational excellence.

Service Performance Measurement & Reporting

• Develop and maintain a structured framework for measuring and reporting Daily, Weekly, Monthly, and Quarterly SLA and KPI metrics.
• Ensure alignment of SLAs and KPIs with contractual obligations, customer expectations, and regulatory requirements.
• Implement automated dashboards and reporting tools to provide real time visibility into service performance.
• Support audit ready reporting by maintaining accurate historical data and documentation for compliance purposes.
• Perform trend analysis on SLA/KPI data to identify patterns, predict potential breaches, and implement preventive measures.
• Collaborate with stakeholders to define clear performance baselines and continuously refine measurement criteria.

Governance, Compliance & Audits

• Lead and support internal service quality audits and ensure strict adherence to ITIL and organizational process compliance.
• Prepare and present audit findings to senior management and recommend corrective actions.
• Maintain compliance with organizational policies, government regulations, and IT governance standards.
• Act as the primary point of contact for external audits and contractual compliance reviews.

Training & Knowledge Management

• Conduct periodic training sessions on customer-defined ITIL processes and emerging ITSM best practices.
• Develop knowledge-sharing programs and maintain updated process documentation for easy reference.
• Foster a culture of continuous learning and process improvement across IT service teams.
• Lead and mentor IT service teams, fostering a culture of accountability, innovation, and customer focus.
• Implement a robust Problem Management framework to identify recurring issues and reduce service disruptions.
• Ensure Root Cause Analysis (RCA) documentation is completed for all Priority 1 (P1) tickets and shared with stakeholders.
• Drive proactive problem detection and resolution strategies to minimize impact on business operations.
• Maintain a problem knowledge base to prevent repeat incidents and improve resolution times.

Change Management

• Design and implement a comprehensive Change Management process aligned with ITIL best practices and organizational goals.
• Establish governance for Change Advisory Board (CAB) meetings and ensure proper risk assessment for all changes.
• Develop workflows for Standard, Normal, and Emergency changes, ensuring minimal disruption to business operations.
• Provide training and guidance to teams on Change Management policies and procedures.
• Monitor and report on change success rates, failed changes, and improvement opportunities.

Mandatory

• Understanding of cloud services, cybersecurity frameworks, and modern IT infrastructure.
• Strong knowledge of ITSM tools (BMC Remedy, ServiceNow, Ivanti).
• Good knowledge of IT Monitoring Tools like Solar Winds, Dynatrace, Nagios, etc.