Noida, Uttar Pradesh
Job Summary
Role Summary: We are looking for an experienced Senior Process Consultant – ITSM to design, develop, implement, and establish IT Service Management processes from the ground up in a complex multivendor environment. The role will be responsible for defining process governance, aligning service delivery with business objectives, and ensuring consistent adoption of ITIL-based practices across internal teams, vendors, and service partners.
Key Responsibilities
- Design, document, and implement ITSM processes from scratch, including Incident, Major Incident, Problem, Change, Request, Knowledge, Configuration, Service Level, and Continual Improvement Management.
- Establish end-to-end process governance across multiple vendors, internal IT teams, and business stakeholders.
- Define process policies, workflows, roles, responsibilities, RACI matrices, KPIs, SLAs, OLAs, and reporting mechanisms.
- Assess current-state service operations, identify gaps, and create a structured roadmap for ITSM maturity improvement.
- Ensure processes are aligned with ITIL best practices, contractual obligations, operational requirements, and business priorities.
- Facilitate workshops with stakeholders to gather requirements, validate process designs, and drive process adoption.
- Develop process documentation, standard operating procedures, templates, governance decks, and training material.
- Work closely with ServiceNow or other ITSM platform teams to translate process requirements into tool workflows and automation opportunities.
- Monitor process performance through dashboards, service reviews, trend analysis, and continuous improvement initiatives.
- Drive vendor compliance, performance transparency, escalation discipline, and consistent service delivery standards.
- Support organizational change management by promoting process adherence, communication, and stakeholder engagement.
Skill Requirements
- 10+ years of experience in IT Service Management, IT operations, service delivery, process consulting, or related roles.
- Strong hands-on experience in designing and implementing ITSM processes in enterprise or global delivery environments.
- Proven experience working in multivendor, multisupplier, or outsourced service delivery models.
- Deep understanding of ITIL practices, service lifecycle management, governance, and continual improvement.
- Experience defining SLAs, OLAs, KPIs, service reporting, escalation models, and operational governance frameworks.
- Strong knowledge of ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, Freshservice, or similar platforms.
- Ability to convert business and operational requirements into practical process workflows and governance models.
- Experience conducting process maturity assessments, gap analysis, and process improvement initiatives.
- Excellent stakeholder management, workshop facilitation, presentation, and documentation skills.
- Strong analytical, problem-solving, negotiation, and decision-making abilities.
Other Requirements
- ITSM Process Design and Implementation
- ITIL Framework and Service Lifecycle Management
- Multivendor Governance and Supplier Management
- Incident, Problem, Change, Request, Knowledge, and Configuration Management
- Service Level Management, SLA/OLA Design, and KPI Reporting
- Process Mapping, SOP Creation, and RACI Definition
- ServiceNow or ITSM Tool Workflow Design
- Operational Governance and Continuous Service Improvement
- Stakeholder Management and Executive Communication
- Workshop Facilitation, Training, and Change Adoption
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