Principal Consultant - ITSM/BCMS

We at Inbox Business Technologies, are seeking a Principal Consultant – ITSM/BCMS, who will be responsible for leading IT Service Management consulting engagements and driving end-to-end ITSM implementation projects for clients across various industries. This role involves managing a team of consultants, delivering high-quality ITSM advisory services, and ensuring alignment with ISO 20000 and ITIL best practices. The ideal candidate will bring extensive implementation experience, strong leadership capabilities, and deep expertise in ITSM frameworks and tools. Also, additionally, having a sound knowledge of ISO 22301 BCMS along with DevSecOps experience would be welcomed.

Responsibilities

• Lead and manage ITSM implementation and transformation projects, ensuring project delivery within scope, time, and quality expectations.
• Oversee development and enhancement of ITSM processes aligned with ISO 20000 and ITIL frameworks.
• Provide strategic guidance to clients on IT service governance, service delivery optimization, and continuous improvement initiatives.
• Manage and mentor a team of ITSM consultants, enabling skills development and performance excellence.
• Conduct gap assessments, maturity evaluations, and process design workshops with client stakeholders.
• Support presales activities including proposal development, solution presentations, and effort estimation.
• Collaborate with cross-functional teams to ensure seamless integration with IT operations and governance functions.
• Ensure compliance and maintain documentation throughout the lifecycle of ITSM engagements.
• Stay updated on industry trends and advancements in ITSM tools (e.g., Jira, ServiceNow, BMC Remedy, Managed Engine etc.), frameworks, and standards.

Requirements

• Master’s or Bachelor’s degree in Information Technology, Computer Science, or IT-related field.
• ITIL Expert/Managing Professional.
• ISO 20000 Lead Implementer / Lead Auditor.
• 8 – 10 years of experience in ITSM consulting or related roles.
• In-depth knowledge of ITIL, ISO 20000, and other relevant frameworks/regulations.
• Practical experience in ISO 20000 implementation.
• Familiarity with other IT standards/frameworks such as ISO 27001, ISO 22301, DevSecOps and COBIT, NIST, NCA, SAMA would be an added advantage.
• Excellent leadership, problem-solving, and decision-making skills.
• Proven ability to manage multiple projects and clients simultaneously.
• Experience in conducting internal and external audits related to ITSM would be an added advantage.
• Strong stakeholder engagement, report writing, and project management skills.