ITSM Centre Excellence Consultant | Rotational Shifts | Contract to Hire | 6 Years
About the Role
We are looking for an experienced ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence to lead and drive operational governance, service excellence, and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance across a Global complex multi-vendor environment.
The ideal candidate will drive operational maturity by governing ITSM processes, identifying improvement opportunities, enhancing customer experience, improving SLA/KPI performance, reducing ticket volumes, and optimizing ITSM workflows through process standardization and automation.
Key Responsibilities
- Major Incident Management (MIM)
- Drive enterprise-wide Major Incident Management (P1/P2) Bridges, ensuring rapid service restoration and minimal business disruption.
- Lead major incident bridge, governance, executive communications, escalation management, and cross-functional recovery coordination.
- Facilitate Post Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective action governance to reduce recurring incidents.
- Monitor major incident trends and drive initiatives to improve operational resilience and service stability.
- Govern end-to-end service delivery across multiple internal and external service providers.
- Drive vendor governance through SLA/KPI reviews, operational scorecards, and service performance governance.
- Facilitate Daily, Weekly, Monthly, and Quarterly operational governance forums.
- Ensure adherence to ITIL processes, governance standards, and operational policies across support teams.
- Drive accountability through service reviews, action tracking, and governance reporting - Business Service Health, Critical Business Services, Service Mapping, Business Impact Analysis & End-to-End Service Availability
Problem Management
- Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Why’s methodology.
- Drive proactive problem identification through trend analysis, incident correlation, and operational analytics.
- Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool.
- Create & Track Known Errors, Problem Backlog, and permanent fix implementation.
- End-to-End Ticket Governance
- Govern the complete Incident, Problem, Service Request lifecycle across Priority P1–P4 tickets.
- Monitor ticket quality, assignment accuracy, aging, backlog, reassignments, and SLA compliance.
- Identify opportunities to reduce ticket volume through automation, shift-left initiatives, knowledge management, and process improvements.
- Predictive Incident Analytics, Trend Forecasting, Capacity Analytics, Risk-based Governance & Service Health Analytics
- Ensure ticket hygiene, process compliance, and governance adherence across resolver groups.
- Continuous Service Improvement (CSI)
- Identify opportunities to improve
Ticket Volume Reduction
- Customer Experience
- First Time Resolution (FTR)
- MTTR Reduction
- Operational Efficiency
- Drive Service Improvement Plans (SIPs) and track realization of operational benefits.
- Conduct ITSM process maturity assessments and recommend best practice improvements.
- Support implementation of automation, AIOps, and workflow optimization initiatives.
- ITSM Process & Tool Governance
- Review and optimize Incident, Major Incident, Problem, Change, Knowledge, and Service Request Management processes.
- Identify workflow enhancement opportunities within ITSM platforms (e.g., ServiceNow).
- Drive standardization of ITSM operating procedures, governance controls, and reporting.
- Collaborate with platform teams to improve ITSM tool adoption, automation, and user experience.
- Reporting & Governance
- Develop executive dashboards and governance reports covering:
- Major Incident Trends
- Ticket Volume Analysis
- SLA/KPI Performance
- Problem Management Metrics
- Backlog & Aging Analysis
- Customer Experience Metrics
- Service Improvement Initiatives
- Present operational insights and recommendations to client leadership and governance forums.
Required Skills & Experience
- 6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance.
- Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management.
- Experience governing enterprise IT operations within complex multi-vendor environments.
- Strong understanding of SIAM governance, operational excellence, and service integration principles.
- Experience performing ITSM process assessments, governance reviews, and service improvement initiatives.
- Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
- Strong analytical skills with experience in operational reporting, KPI analysis, and trend management.
- Excellent executive communication, stakeholder management, and presentation skills.
- Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.
- Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.
- Understanding and experience on Observability platforms: Dynatrace, Datadog, Splunk, AppDynamics, Elastic, Azure Monitor will be added Advantage
- Understanding and experience on Event correlation: Noise reduction, AI-assisted RCA, Predictive incident prevention, Intelligent automation & Generative AI for operational governance will be added Advantage
Preferred Qualifications
Bachelors/Master’s degree
