Job Title :ITSM Consultant (12 months contract)
We are hiring a ITSM Consultant to join our team. You will own and lead clientfacing ITSM consulting engagements, acting as the primary advisor for service management strategy and execution. Your mission is to design, implement and improve the endtoend ITSM operating model and ways of working, delivering measurable outcomes in cost, risk and service experience.
What we're specifically looking for from your background
Essential
- Endtoend IT lifecycle exposure (designbuildtestdeployrun) to redesign and integrate Incident, Problem, Change, Release, Request/Catalog, Knowledge and CMDB across the value stream.
- Real accountability in IT services: prior ownership in IT department/project/service management (not purely advisory), ideally acting as IT Services/Operations Manager and/or Programme/Project Manager.
- Cost/budget control and commercial governance (contracts, SLAs/OLAs) to support ROI/TCO and supplier management.
- Multisourcing governance with customers, suppliers and manufacturers: RFI/RFP, due diligence, service models and vendor coordination.
- Process design and improvement, operating model and IT governance definition with clear standards, RACI and adoption.
- Experience in complex multinational/matrix environments coordinating multitower providers and on/offshore teams.
- Team leadership (internal/external, onshore/offshore) and stakeholder facilitation for decision forums and adoption.
- Executive/business interaction, acting as a bridge between business, compliance and IT to align with regulatory frameworks.
- Technology evaluation with a bias to automation/AI to enable AIOps/observability and L1/L2 automation.
Requirements:
- Education: Bachelor's in Engineering/Computer Science or similar. MBA / Master in IT Management is nice to have.
- Technical background: handson exposure to service operations (e.g., ITO/NOC/SOC/Workplace/Platforms/Networks) and solid understanding of architectures and integrations.
- Delivery background: prior experience as IT Services/Operations Manager and/or Programme/Project Manager in large or multiclient environments, in addition to consulting.
- Experience: 10+ years across ITSM operations and consulting; 5+ leading complex transformations.
- Frameworks: ITIL 4. IT4IT exposure is a plus.
- Tooling: practical experience with ITSM/ESM platforms (e.g., ServiceNow/JSM/BMC), CMDB/Discovery, observability/AIOps, and runbook/RPA automation.
- Languages: professional English
Nice to have (certifications & knowledge beyond core ITSM)
- Certifications: ISO 20000, ISO 27001 Internal Auditor, PMP/PRINCE2, DevOps or SRE Foundation, ServiceNow CSA/ITSM.
- Experience in multitower/multivendor Transition & Transformation (T&T), vendor governance (RFI/RFP, due diligence), and hybrid operations in AWS/Azure/GCP.
- Continuous improvement (e.g., Six Sigma Green Belt) and agile practices (e.g., PSM I).
Individual Contributor yes
