Summary: • Own and govern ITSM processes including Incident Management, Problem Management, Change Management, Release Management, and Configuration Management. • Ensure process compliance, efficiency, and alignment with ITIL frameworks and enterprise governance standards • Collaborate with service owners, delivery teams, and vendors to drive adoption and maturity of ITSM processes • Monitor and report on process KPIs, SLAs, and OLAs to ensure transparency and accountability • Lead continuous service improvement (CSI) initiatives and conduct process audits to enhance operational performance. Years of experience required: 7+ years in IT Service Management with 3+ years in process design, governance, and global team collaboration. Key Responsibilities & Accountabilities: • Design, implement, and maintain ITSM processes aligned with ITIL v4 best practices, ensuring scalability and compliance • Lead process governance forums and ensure stakeholder alignment across global teams. • Conduct process assessments, gap analysis,



and maturity evaluations to identify improvement opportunities • Define and monitor KPIs, SLAs, and OLAs for all ITSM processes to measure effectiveness and performance • Collaborate with IT Operations, Service Desk, and Application teams to integrate ITSM processes seamlessly • Ensure accurate and up-to-date documentation in the Configuration Management Database (CMDB) • Drive automation and optimisation of ITSM workflows using platforms such as ServiceNow, BMC Remedy, or Cherwell. • Provide training and guidance to process owners and end-users to ensure consistent adoption • Support audits and ensure compliance with regulatory frameworks and internal standards such as SOX and GDPR • Act as Subject Matter Expert (SME) and escalation point for ITSM process-related issues. • Facilitate collaboration with global teams and third-party vendors to ensure operational excellence. Functional & Behavioural Competencies required: Technical / Application Skills:

📌 ITSM Process Consultant (Mumbai)
🏢 PERSOL
📍 Mumbai