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:
- Solid knowledge of ITIL v3/v4 frameworks.
- Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, Cherwell).
- Familiarity with process automation and reporting tools.
- Understanding of service lifecycle, governance, and compliance (SOX, GDPR, etc.).
- Experience with CMDB, SLA tracking, and service reporting.

Functional Skills

- Demonstrate excellent stakeholder management and communication skills across technical and business audiences • Ability to lead cross-functional teams and manage vendor relationships effectively.
- Exhibit an analytical mindset with a focus on process improvement and risk mitigation.
- Apply strategic thinking to align ITSM processes with organisational objectives and operational excellence • Flexibility to work in UK shifts to enable collaboration with global teams • Experience in the insurance domain is considered a valuable qualification.

Required Qualifications / Certifications:
- Bachelors degree in Computer Science, Information Systems, or related field.
- ITIL Foundation certification (Intermediate or Expert preferred).
- Experience in process design, governance, and service improvement.
- Certified in ITSM tools or platforms (e.g., ServiceNow Certified Implementation Specialist).
- Project Management Professional (PMP) or equivalent certification is a plus

📌 ITSM Process Consultant (Mumbai)
🏢 PERSOL
📍 Mumbai