Process Consultant

6 days ago

New Delhi, India Cognizant Full time

SIAM/ITSM Process ConsultantRoles & ResponsibilitiesStrategic Design & Governance- Lead the architecture and implementation of the complete SIAM Operating Model (Service Integration and Management). - Act as the organization's SME for ITSM process design across a multi-vendor ecosystem. - Develop the long-term ITSM/SIAM strategy aligned with business objectives and digital transformation. - Establish and chair executive-level governance boards (e.g., Change, Service Review) to manage vendor performance and risk.Process Execution & Transformation- Lead complex, large-scale ITSM transformation programs from design to adoption. - Define and mature all key ITIL processes (Incident, Problem, Change, Configuration, SLM, etc.) for multi-provider landscapes. - Drive Organizational Change Management (OCM) to ensure process adoption across internal and vendor teams. - Ensure ITSM tooling (e.g., ServiceNow) is optimized and integrated to support the defined processes.Performance & Improvement- Define, negotiate, and govern key SLAs, OLAs, and KPIs for all service providers. - Lead strategic Continual Service Improvement (CSI) initiatives, focusing on service quality, efficiency, and cost reduction. - Act as the ultimate escalation point for cross-tower/cross-vendor process conflicts and service integration challenges.Desired Experience- Minimum 15 years of progressive experience in IT Service Management and IT Consulting. - Deep, demonstrable experience in designing and implementing SIAM models in complex, global environments. - Proven track record of leading large-scale, complex transformation programs end-to-end. - Expert ability to engage and influence C-level and senior stakeholders. - Strong working knowledge of ITSM/ESM platforms (e.g., ServiceNow, BMC) capabilities and integrations.Certifications- Mandatory: ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL) (or ITIL v3 Expert). - Highly Desirable: - SIAM Professional or SIAM Foundation. - Project Management Professional (PMP). - COBIT or Lean/Six Sigma certification.

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