ITSM (Senior Consultant / Deputy Manager / Manager)

1 day ago

Coimbatore, India Cubical Operations LLP Full time

Job Description – ITSM (Senior Consultant / Deputy Manager / Manager)Location: CoimbatoreExperience: 2 to 10 YearsRoles: Senior Consultant / Deputy Manager / ManagerNotice Period: Immediate joiners preferredRole OverviewWe are seeking IT Service Management professionals with strong experience in COBIT assessments, IT Governance frameworks, and ISO 20000 implementation. The role includes managing end-to-end ITSM engagements, driving process improvements, conducting governance audits, and working closely with stakeholders to enhance service delivery maturity.Key Responsibilities (All Levels)- Conduct ITSM assessments, maturity evaluations, and gap analysis.- Perform COBIT-based assessments and develop governance improvement roadmaps.- Implement/maintain ISO 20000 (IT Service Management System) standards.- Develop, document, and optimize ITSM processes (Incident, Problem, Change, Asset, CMDB, etc.).- Support audits, compliance checks, and process reviews.- Prepare reports, dashboards, and governance documentation.- Collaborate with cross-functional teams including Infra, AppOps, Cybersecurity, and Business.Additional Responsibilities by Role LevelSenior Consultant (2–5 years)- Execute ITSM engagements under guidance of senior leadership.- Conduct process walkthroughs and assist in ISO 20000 certification projects.- Support COBIT-based governance assessments.- Prepare reports, SOPs, and process documentation.- Contribute to client discussions and status updates.Deputy Manager (5–8 years)- Lead medium-sized ITSM projects and process improvement initiatives.- Facilitate governance meetings, RCA discussions, and ITSM performance reviews.- Drive ISO 20000 implementation and manage audit coordination.- Mentor junior consultants and guide them in assessments.- Work directly with client leadership for requirement gathering and solutioning.Manager (8–10 years)- Own end-to-end delivery of ITSM, COBIT governance, and ISO 20000 programs.- Define service strategy, governance framework, and continuous improvement plans.- Manage large-scale assessments, audits, and transition programs.- Lead client presentations, steering committees, and stakeholder governance.- Build ITSM maturity roadmaps and drive adoption across the organization.- Manage cross-functional teams and ensure timely project delivery.Required Skills & Experience- 2 to 10 years of hands-on experience in ITSM, IT Governance, COBIT assessments, and ISO 20000 implementation.- Strong understanding of:- ITIL Framework (v3 or v4)- COBIT 5/COBIT 2019- ISO 20000 audit & certification process- Service operations and service transition processes- Experience handling process documentation, SOPs, and governance reports.- Strong analytical and problem-solving skills.- Excellent communication, stakeholder management, and presentation skills.- Immediate joiners preferred.Preferred (Good to Have)- ITIL Foundation / ITIL Intermediate / ITIL 4- COBIT 5 / COBIT 2019 certification- ISO 20000 Lead Implementer or Lead Auditor- Experience in consulting or IT service delivery environments

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