Service Management Consultant

2 weeks ago

Bengaluru Mumbai Pune, India Capgemini Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Description:

We are seeking a dynamic and experienced ITSM Process Consultant to lead and execute end-to-end consulting engagements based on ITIL V3/V4, ISO 20000, and CMMI SVC frameworks. The ideal candidate will have a strong background in service strategy, process design, transformation programs, and continuous improvement initiatives.

Key Responsibilities:

  • Execute end-to-end process consulting projects aligned with ITIL, ISO 20000, and CMMI SVC models
  • Strategize and design IT services and operating models
  • Lead and manage transition/transformation programs
  • Design ITOM frameworks and define governance models including DevOps, Agile, and SAFe
  • Conduct process assessments and gap analysis; prepare improvement roadmaps
  • Define and institutionalize new processes using Process Requirement Specification Documents
  • Pilot and develop processes and drive adoption across teams
  • Lead Continuous Service Improvement (CSI) programs using industry best practices
  • Define and implement SLA/KPI measurement frameworks
  • Integrate service management tools with processes and SLA/KPI metrics
  • Perform testing and validation of processes and KPIs within service management tools
  • Provide timely reporting and updates to clients and stakeholders
  • Conduct ITIL training programs across all levels; contribute to training material development
  • Own client engagements and ensure delivery of high-quality outcomes

Required Skills & Qualifications:

  • Proven experience in defining and implementing ITIL processes
  • Hands-on experience in full-cycle consulting assignments: service design, gap analysis, process definition, implementation roadmap, and auditing
  • Strong understanding of application and infrastructure maintenance lifecycle and transition
  • Experience in client-facing roles with excellent stakeholder management
  • Exceptional communication, interpersonal, and presentation skills

Preferred Certifications:

  • ITIL V3/V4 Foundation or Expert
  • ISO 20000 Lead Auditor / Implementer
  • SAFe / Agile / DevOps certifications (preferred but not mandatory)

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