IT Service Management Consultant (ITSM)

Position Objectives:

• Lead the development, enhancement, and governance of the IT Service Management framework in alignment with global ITIL standards.
• Focusing on improving service quality by assessing and optimizing processes across Incident, Problem, and Change Management domains.
• Review and align KPIs/SLAs to ensure measurable service performance and operational excellence.
• Support the evaluation and selection of ITSM platforms to enhance service automation and workflow efficiency.
• Guides stakeholders on ITSM best practices and ensures continuous improvement across service operations.

Job Description & Responsibilities:

• Develop and optimize ITSM frameworks and processes in alignment with ITIL best practices.
• Conduct assessments and audits of ITSM processes, identifying gaps and recommending improvements.
• Standardize and align KPIs, SLAs, and OLAs across Incident, Problem, and Change Management functions.
• Lead process re-engineering efforts to improve service quality, reduce downtime, and enhance operational efficiency.
• Support ITSM platform evaluation, selection, and implementation based on organizational requirements.
• Work with cross-functional teams to ensure proper integration of ITSM processes with tools and enterprise systems.
• Provide training, guidance, and knowledge transfer to internal teams on ITIL practices and ITSM process adoption.
• Conduct service performance reviews and provide insights for continuous improvement.
• Assist in establishing governance frameworks and control mechanisms for service management operations.
• Collaborate with stakeholders to ensure alignment of ITSM efforts with organizational objectives and compliance standards.
• Establish documentation, SOPs, workflows, and process maps to support consistent service operations.
• Monitor and report on service performance trends, recommending corrective actions when required.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Experience: Minimum 8+ years in IT Service Management, IT Operations, or related consulting roles.
• Strong knowledge of ITIL frameworks (preferably ITIL v4) and ITSM best practices.
• Hands-on experience in Incident, Problem, and Change Management process design and improvement.
• Experience in evaluating and implementing ITSM platforms (e.g., ServiceNow, BMC Helix, Ivanti, ManageEngine).
• Strong analytical, process mapping, and documentation skills.
• Ability to collaborate with technical and business teams and communicate effectively with stakeholders.
• ITIL certification (Foundation, Intermediate, or Managing Professional) preferred.
• Excellent command of English, with Arabic proficiency considered an added advantage.