Job Title: 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 a related field.

Certification:

• ITIL Expert or ITIL Master Certification  
• ISO 20000 (SMS) Certification  
• PMP or PRINCE2 Practitioner (Optional)  

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. 

Problem Management 

• 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.