Role Overview
We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies. The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model.
What You Will Do
Conduct ITSM maturity assessments, evaluate Incident, Problem, Change, Request, and Knowledge Management processes, assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness, identify process gaps, risks, and improvement opportunities, produce assessment reports and recommendations, support the rollout of new ITSM processes and standards, facilitate workshops and process walkthrough sessions, translate programme-level process designs into practical operational guidance, support process adoption and readiness activities, promote ITIL best practices across participating organisations.
Why It Might Be a Fit
The ideal candidate will have 3–5+ years of experience in IT Service Management, hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes, experience supporting ITSM implementations, migrations, or transformation programmes, experience with CMDB implementation, data governance, or Configuration Management, experience facilitating workshops and stakeholder discussions, experience working with vendors and third-party service providers, strong understanding of ITIL 4 principles and practices, knowledge of ITSM operating models and service desk environments, understanding of CMDB concepts, CI management, and data governance, ability to analyse service metrics, ticket data, and SLA performance, familiarity with discovery tools and asset management concepts.
Requirements
- 3–5+ years of experience in IT Service Management
- Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes
- Experience supporting ITSM implementations, migrations, or transformation programmes
- Experience with CMDB implementation, data governance, or Configuration Management
- Experience facilitating workshops and stakeholder discussions
- Experience working with vendors and third-party service providers
- ITIL 4 Foundation certification
Benefits
- Flexible working format - remote, office-based or flexible
- Competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
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