Principal Consultant – IT Service Management

Location: Pune, Hyderabad, Bengaluru
Experience Level: +15 years

Position Summary
The Principal Consultant – IT Service Management (ITSM Domain) is a senior consulting leader responsible for leading the design, delivery, and optimization of ITSM Domain-based IT Service Management solutions. This role partners with onshore consulting teams, enterprise architects, and client stakeholders to deliver ITSM transformation initiatives that improve service delivery, operational efficiency, and user experience.
The Principal Consultant provides strategic consulting expertise, leads solution design, mentors consulting teams, and ensures successful implementation of ITSM Domain capabilities while driving delivery excellence and continuous service improvement.

Key Responsibilities
Consulting & Solution Leadership
Lead ITSM transformation initiatives using the customer ITSM platform.
Conduct current-state assessments of IT service management processes, tools, and operating models.




Design future-state ITSM operating models aligned with ITIL and ITSM Domain best practices.
Define ITSM Domain solution architecture and functional design for ITSM implementations.
Develop transformation roadmaps, business cases, and value realization plans.
Collaborate with technical architects and development teams to ensure successful solution delivery.
Provide guidance on ITSM Domain platform capabilities, governance, and roadmap planning.
Delivery Leadership
Lead offshore consulting workstreams across multiple ITSM Domain engagements.
Ensure delivery of high-quality consulting artifacts within scope, schedule, and budget.
Review solution designs, process documentation, configurations, and implementation deliverables.
Manage project risks, dependencies, issues, and quality assurance activities.
Drive continuous improvement and service optimization initiatives.
Mentor consultants, developers, and solution architects across ITSM Domain programs.
Stakeho

📌 Principal Consultant (Pune)
🏢 Jade Global
📍 Pune