ITIL Process and Service Management Consultant

CFS- IPC / Process Consulting / SAM / Configuration Management.

Detailed Job Description

Key Role

Responsibilities

Owning e2e RFx response for service management and crossfunctional offerings covering process and tools ITSM ESM Service Assurance Infra Automation and Analytics Reporting spanning across SIAM ITIL ESM and nonITSM solutions across industry verticals

Responsible for solution design bid defense due diligence BAFO of cross functional services solution encompassing IT service management SIAM processes tools bestin class service assurance automation analytics tools

Crossteam collaboration with sales team client partners solution director bid managers and cross tower SMEs to buildalign an integrated solution construct

Present service management capability during customer visits

Articulate present technical solution through integrated processtool governance solution construct tenets architecture transformation areas estimation pricing etc Create target operating model statement of work SOW document for customer

Conduct account assessments and drive account transformation

Design IT service management process governance solutions leveraging ITIL best practices associated process artefacts along with roadmap for ITILSIAM processes implementation

DefineRefine IT service management processes design TOBE process workflows aligned to ITIL 4 best practices

Devise process procedure docs and associated job aids process artefacts for customers across diverse industry segments

Institute and recommend automation opportunities as part of proposed solutions and consulting engagements

Contribute to cross functional services practice development and growth by

oCreating practice collaterals reusable process artifacts

oProactively contribute to service management and cross functional service offerings and GTM strategy Work with partners for joint service

oDrive improvements by continually improving service management solution proposition

oIdentifying tasks that can be shiftleft to other teams creating owning and executing such shiftleft strategies

oCreate use cases and work with CoE to have the use cases implemented in the CoE environment for customer demos

Required

Candidate ProfileMinimum 10 years of relevant experience in ITIL process consulting design and target operating model

Minimum 5 years of relevant experience in building compelling cross functional services solution ie process and tools for large and complex pursuits

Should have strong verbal written communication and interpersonal skills

Prior experience in managing cross functional services transition and transformation for large and complex engagements

Lead role while acting as a liaison with internalexternal customers

Skills

RequiredStrong service management process consulting experience with good understanding of ITIL V3 service lifecycle modules

Significant experience in design and implementation of ITIL Service Integration and Management SIAM and NonITIL processes

Knowledge of ITIL 4 Service Integration and Management SIAM is required

Knowledge of NextGen service management wrt Cloud IoT Blockchain etc will be preferred

Prior ITIL V3 process consulting experience across service strategy design lifecycle processes will have an additional weightage

Good interpersonal organization and customer services skills

Professional

CertificationsITIL Expert ITIL 4 Managing Professional Certified

Certification on market leading ITSM ticketing tools will be an added advantage

Job LocationPune or Bengaluru

Evaluation

CriteriaPrior experience in large and complex IT service management consulting engagements

Mandatory Knowledge of SIAM best practices

Knowledge of ITIL V3 and ITIL 4 Best Practice Framework

Excellent communication skills

Client facing role and collaboration