Process Consultant

4 days ago

New Delhi, India Cognizant Full time

SIAM/ITSM Process ConsultantRoles & Responsibilities Strategic Design & Governance Lead the architecture and implementationof the completeSIAM Operating Model(Service Integration and Management). Act as the organization'sSMEforITSM process designacross a multi-vendor ecosystem. Develop the long-termITSM/SIAM strategyaligned with business objectives and digital transformation. Establish and chair executive-levelgovernance boards(e.g., Change, Service Review) to manage vendor performance and risk. Process Execution & Transformation Lead complex, large-scaleITSM transformation programsfrom design to adoption. Define and mature all key ITIL processes ( Incident, Problem, Change, Configuration, SLM , etc.) for multi-provider landscapes. DriveOrganizational Change Management (OCM)to ensure process adoption across internal and vendor teams. EnsureITSM tooling (e.g., ServiceNow)is optimized and integrated to support the defined processes. Performance & Improvement Define, negotiate, and govern keySLAs, OLAs, and KPIsfor all service providers. Lead strategicContinual Service Improvement (CSI)initiatives, focusing on service quality, efficiency, and cost reduction. Act as the ultimateescalation pointfor cross-tower/cross-vendor process conflicts and service integration challenges.Desired Experience Minimum15 yearsof progressive experience in IT Service Management and IT Consulting. Deep, demonstrable experiencein designing and implementingSIAM modelsin complex, global environments. Proven track record ofleading large-scale, complex transformation programsend-to-end. Expert ability to engage andinfluence C-level and senior stakeholders . Strong working knowledge ofITSM/ESM platforms(e.g., ServiceNow, BMC) capabilities and integrations.Certifications Mandatory:ITIL 4 Managing Professional (MP)orITIL 4 Strategic Leader (SL)(or ITIL v3 Expert). Highly Desirable: SIAM ProfessionalorSIAM Foundation . Project Management Professional ( PMP ). COBITorLean/Six Sigmacertification.

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