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.

Stakeholder Collaboration

- Partner closely with onshore consulting leaders,



project managers, and client teams.
- Support executive workshops, discovery sessions, and process design workshops.
- Collaborate with enterprise architects, infrastructure teams, and business stakeholders.
- Coordinate with implementation teams to ensure alignment between business requirements and technical solutions.
- Build trusted relationships with internal delivery leaders and client teams.

Thought Leadership

- Monitor ITSM platform innovations, AI capabilities, and industry trends.
- Develop ITSM consulting methodologies, accelerators, templates, and reusable assets.
- Conduct industry benchmarking and ITSM maturity assessments.
- Promote adoption of ITIL best practices and ITSM platform capabilities.
- Contribute to organizational knowledge management and capability development.

Deliverables Owned

- ITSM Current-State Assessments
- ITSM Maturity Assessments
- Future-State Operating Model Designs
- ITSM Domain Solution Designs
- Process Design Documents
- Enterprise Transformation Roadmaps
- Business Cases
- Value Realization Plans
- Governance Frameworks
- Executive Presentation Materials
- Consulting Methodologies and Accelerators

Required Qualifications

- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
- 12+ years of ITSM consulting and enterprise service management experience.
- 8+ years of hands-on ITSM Domain and consulting experience.
- Solid expertise across ITSM Domain modules, including Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, and Asset Management.
- Experience leading enterprise-scale ITSM implementations and transformation programs.




- Strong knowledge of ITIL v4 principles and IT Service Management best practices.
- Experience in process consulting, operating model design, and organizational transformation.
- Excellent communication, facilitation, presentation, and stakeholder management skills.
- Experience working within global delivery models and distributed consulting teams.

Preferred Qualifications

- ITSM Certified Implementation Specialist
- ITSM Domain Certified System Administrator
- ITIL v4 Managing Professional or ITIL Expert certification.
- Experience with IT Operations Management (ITOM), IT Asset Management (ITAM), Strategic Portfolio Management (SPM), Customer Service Management (CSM), HR Service Delivery (HRSD), or Integrated Risk Management (IRM).
- Experience working with global consulting firms or system integrators.
- Experience with Agile delivery methodologies and DevOps practices.

Core Competencies

- ITSM Domain
- ITIL Best Practices
- Enterprise Service Management
- ITSM Process Design
- ITSM Domain Solution Architecture
- Operating Model Design
- Business Process Transformation
- IT Governance
- Service Management Consulting
- Stakeholder Management
- Consulting Methodologies
- Team Leadership & Mentoring
- Quality Assurance
- Continuous Service Improvement
- Risk & Issue Management
- Delivery Leadership
- Thought Leadership

Success Metrics The Principal Consultant will be measured on:

- Successful delivery of ITSM transformation engagements
- Quality and timeliness of consulting deliverables
- Customer and onshore stakeholder satisfaction
- ITSM transformation process quality and adoption
- Consulting utilization and delivery efficiency
- Development and adoption of reusable consulting assets and methodologies
- Team capability development and mentoring
- Continuous improvement and innovation initiatives
- Contribution to consulting revenue through delivery excellence
- Support for account growth and expansion opportunities through successful project execution

📌 Principal Consultant - ITSM (Pune)
🏢 Jade Global
📍 Pune