ITSM Consultant

<p>We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies.</p> <p>The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model.</p> <p>This position combines ITSM expertise, stakeholder engagement, process improvement, and programme coordination within a complex multi-company environment.</p> <h2><strong>Responsibilities</strong></h2> <h3><strong>ITSM Assessment & Process Improvement</strong></h3> <ul> <li>Conduct ITSM maturity assessments across multiple entities</li> <li>Evaluate Incident, Problem, Change, Request, and Knowledge Management processes</li> <li>Assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness</li> <li>Identify process gaps, risks, and improvement opportunities</li> <li>Produce assessment reports and recommendations</li> </ul> <h3><strong>ITSM Process Implementation</strong></h3> <ul> <li>Support the rollout of new ITSM processes and standards</li> <li>Facilitate workshops and process walkthrough sessions</li> <li>Translate programme-level process designs into practical operational guidance</li> <li>Support process adoption and readiness activities</li> <li>Promote ITIL best practices across participating organisations</li> </ul> <h3><strong>CMDB & Configuration Management</strong></h3> <ul> <li>Support CMDB data collection, cleansing, and validation activities</li> <li>Assist with Configuration Item (CI) classification and relationship mapping</li> <li>Work with IT teams to establish CMDB ownership and governance</li> <li>Support discovery and asset management initiatives</li> <li>Help define ongoing CMDB maintenance responsibilities</li> </ul> <h3><strong>Adoption & Change Management</strong></h3> <ul> <li>Deliver process awareness and knowledge-transfer sessions</li> <li>Monitor process adoption, compliance, and SLA performance</li> <li>Support hypercare and stabilisation activities after go-live</li> <li>Coach operational teams and process owners</li> </ul> <h3><strong>Vendor & Programme Coordination</strong></h3> <ul> <li>Coordinate vendor onboarding and due diligence activities</li> <li>Manage documentation, approvals, and access requirements</li> <li>Support programme reporting, action tracking, and stakeholder communications</li> <li>Maintain programme repositories and implementation artefacts</li> </ul> <h2><strong>Required Experience</strong></h2> <ul> <li>5+ years of experience in IT Service Management</li> <li>Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes</li> <li>Experience supporting ITSM implementations, migrations, or transformation programmes</li> <li>Experience with CMDB implementation (from scratch), data governance, or Configuration Management</li> <li>Experience facilitating workshops and stakeholder discussions</li> <li>Experience working with vendors and third-party service providers</li> </ul> <h2><strong>Required Knowledge</strong></h2> <ul> <li>Strong understanding of ITIL 4 principles and practices</li> <li>Knowledge of ITSM operating models and service desk environments</li> <li>Understanding of CMDB concepts, CI management, and data governance</li> <li>Ability to analyse service metrics, ticket data, and SLA performance</li> <li>Familiarity with discovery tools and asset management concepts</li> </ul> <h2><strong>Preferred Skills</strong></h2> <ul> <li>ServiceNow experience</li> <li>Experience with ITSM transformation programmes</li> <li>Change management and process adoption experience</li> <li>Programme coordination or project support experience</li> <li>Experience working in multi-entity or international environments</li> </ul> <h2><strong>Certifications</strong></h2> <p>Required:</p> <ul> <li>ITIL 4 Foundation</li> </ul> <p>Preferred:</p> <ul> <li>ITIL 4 Specialist</li> <li>ITIL Managing Professional</li> <li>PRINCE2 Foundation</li> <li>CAPM or similar project management certification</li> </ul> <h2><strong>Soft Skills</strong></h2> <ul> <li>Strong communication and stakeholder management skills</li> <li>Workshop facilitation and presentation skills</li> <li>Ability to work independently and manage multiple workstreams</li> <li>Strong documentation and reporting capabilities</li> <li>Pragmatic and collaborative mindset</li> </ul><div class="content-conclusion"><p><strong>We offer*:</strong></p> <ul> <li>Flexible working format - remote, office-based or flexible</li> <li>A competitive salary and good compensation package</li> <li>Personalized career growth</li> <li>Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)</li> <li>Active tech communities with regular knowledge sharing</li> <li>Education reimbursement</li> <li>Memorable anniversary presents</li> <li>Corporate events and team buildings</li> <li>Other location-specific benefits</li> </ul> <p>*not applicable for freelancers</p></div>