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Position Overview
We are seeking an experienced and dynamic Service Management Consultant to join our growing team. In this role, you will be responsible for guiding our clients in the implementation, optimization, and transformation of their IT service management (ITSM) processes. Leveraging industry standards such as ITIL, you will help our clients achieve operational excellence and improve service delivery.
Key Responsibilities
Qualifications
We are seeking an experienced and dynamic Service Management Consultant to join our growing team. In this role, you will be responsible for guiding our clients in the implementation, optimization, and transformation of their IT service management (ITSM) processes. Leveraging industry standards such as ITIL, you will help our clients achieve operational excellence and improve service delivery.
Key Responsibilities
- Collaborate with clients to assess, design, and implement IT Service Management frameworks based on best practices (e.g., ITIL, COBIT, etc.).
- Provide expert guidance on improving service desk operations, incident management, problem management, change management, and service level agreements (SLAs).
- Lead process improvement initiatives to enhance the efficiency and effectiveness of service delivery across the organization.
- Work closely with clients to define and implement key performance indicators (KPIs) for IT services and ensure they align with business goals.
- Manage and lead workshops, training sessions, and knowledge transfer programs to educate clients on ITSM processes and tools.
- Support clients in selecting, configuring, and optimizing ITSM tools such as ServiceNow, BMC Remedy, or other related platforms.
- Conduct regular service reviews, audits, and assessments to ensure compliance with service management standards and client-specific requirements.
- Drive continuous service improvement initiatives to enhance client satisfaction and operational performance.
- Assist in pre-sales activities, including the development of service management solutions and proposals for prospective clients.
Qualifications
- Bachelor's degree in IT, Business, or a related field. ITIL certification (ITIL v3 or v4) or similar service management qualifications is highly desirable.
- Proven experience working as a Service Management Consultant or in a similar role, with a deep understanding of ITSM principles and best practices.
- Strong knowledge of ITIL frameworks and experience implementing ITSM processes in diverse environments.
- Hands-on experience with service management tools such as ServiceNow, BMC Remedy, Cherwell, or similar platforms.
- Demonstrated experience in service improvement initiatives, including incident and problem management, change management, and SLA management.
- Excellent analytical, problem-solving, and communication skills, with the ability to explain complex concepts to technical and non-technical stakeholders.
- Strong project management skills, with the ability to lead multiple projects and deliver high-quality outcomes within deadlines.
- Experience with cloud platforms and digital transformation initiatives is a plus.
- Ability to work independently and collaboratively with diverse teams in a client-focused environment.
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