Noida, Uttar Pradesh

Job Summary

Role Summary: We are looking for an experienced Senior Process Consultant – ITSM to design, develop, implement, and establish IT Service Management processes from the ground up in a complex multivendor setting. The role will be responsible for defining process governance, aligning service delivery with business objectives, and ensuring consistent adoption of ITIL-based practices across internal teams, vendors, and service partners.

Key Responsibilities
Design, document, and implement ITSM processes from scratch, including Incident, Major Incident, Problem, Change, Request, Knowledge, Configuration, Service Level, and Continual Improvement Management.
Establish end-to-end process governance across multiple vendors, internal IT teams, and business stakeholders.
Define process policies, workflows, roles, responsibilities, RACI matrices, KPIs, SLAs, OLAs, and reporting mechanisms.
Assess current-state service operations, identify gaps, and create a structured roadmap for ITSM maturity improvement.




Ensure processes are aligned with ITIL best practices, contractual obligations, operational requirements, and business priorities.
Facilitate workshops with stakeholders to gather requirements, validate process designs, and drive process adoption.
Develop process documentation, standard operating procedures, templates, governance decks, and training material.
Work closely with ServiceNow or other ITSM platform teams to translate process requirements into tool workflows and automation prospects.
Monitor process performance through dashboards, service reviews, trend analysis, and continuous improvement initiatives.
Drive vendor compliance, performance transparency, escalation discipline, and consistent service delivery standards.
Support organizational change management by promoting process adherence, communication, and stakeholder engagement.

Skill Requirements
10+ years of experience in IT Service Management,

📌 Track Lead Noida (India)
🏢 HCLTech
📍 India