Senior ITSM Governance Process Management Consultant (ITIL)

The Senior ITSM Governance Process Management Consultant is responsible for providing operational leadership, governance, and continual service improvement across Incident Management, Problem Management, Change Enablement, and ITSM Governance functions. This role ensures ITIL v4 aligned practices are executed, measured, and optimized to improve service stability and business outcomes.

Key Responsibilities

Incident Management Leadership

Serve as the primary ITIL SME for Incident Management operations.

Govern incident lifecycle activities including intake, triage, prioritization, escalation, and resolution coordination.

Facilitate Major Incident Management activities and stakeholder communications.

Monitor SLAs, KPIs, and drive continual improvement.

Problem Management Leadership

Lead structured Problem Management practices.

Facilitate root cause analysis and known error management.

Reduce recurring incidents through permanent corrective actions.

Manage problem backlog and knowledge capture.





Change Enablement Governance

Govern Standard, Normal, and Emergency Change processes.

Facilitate CAB and Emergency CAB meetings.

Review risk and impact assessments and change quality.

Conduct post-implementation reviews and track success metrics.

ITSM Governance Process Maturity

Develop standards, procedures, and governance frameworks.

Assist in translating approved standards into enforceable policies.

Define performance baselines and maturity roadmaps.

Reporting, Metrics Analytics

Develop KPI dashboards and executive reporting.

Provide actionable insights and recommendations based on operational data.

Stakeholder Cross-Functional Collaboration

Partner with resolver groups, service owners, and business stakeholders.

Facilitate workshops, governance meetings, and process reviews.

Education, Certifications Qualifications

Bachelors degree in Information Technology, Business, Engineering, or relat

📌 ITIL Service Management Consultant (India)
🏢 Milestone Technologies
📍 India