Position Title : ITSM Consultant

Location

Pune/Hyderabad, India

Reporting To

Service Delivery Manager

Job Purpose The ITSM Consultant will be responsible for establishing, standardizing, implementing, and continuously improving IT Service Management (ITSM) processes across the KCM IT landscape. The role will drive the adoption of ITIL-aligned best practices, define operational procedures, create process documentation and templates, establish governance controls, implement KPI-driven performance measurements, and ensure consistent service delivery across all IT towers. The consultant will act as the process owner and advisor for ITSM maturity and transformation initiatives.

Key Responsibilities

ITSM Process Design & Implementation

- Design, document, and implement ITIL-based ITSM processes across KCM IT operations.
- Establish process frameworks, policies, workflows, procedures, and governance models.
- Develop end-to-end operating models for service delivery and support functions.
- Ensure standardization of processes across all technology towers.
- Drive process adoption across Service Desk, Infrastructure, Network, Security, EUC, and Application teams.

Process Ownership

Establish and govern key ITSM processes including:

- Incident Management
- Service Request Management
- Change Management
- Problem Management
- Major Incident Management
- Service Level Management
- Knowledge Management
- Configuration Management (CMDB)
- Asset Management
- Availability Management
- Capacity Management
- Continual Service Improvement (CSI)

Process Documentation & Templates

- Create and maintain standard operating procedures (SOPs).
- Develop process flow diagrams, RACI matrices, governance models, and work instructions.
- Create standardized templates for:




- Incident Reports
- Major Incident Reports
- RCA Reports
- Change Requests
- CAB Reviews
- Service Reviews
- Monthly Service Reports
- Risk Registers
- Process Compliance Audits

- Maintain the central ITSM knowledge repository.

ITSM Tool Governance

- Support implementation and optimization of ITSM platforms.
- Define workflows, approval chains, escalation matrices, and ticket categorization.
- Ensure proper ticket lifecycle management and data quality controls.
- Drive CMDB governance and service catalog management.
- Improve automation opportunities within ITSM processes.

Service Performance & SLA Management

- Define service level metrics, KPIs, OLAs, and reporting mechanisms.
- Measure and monitor process effectiveness and compliance.
- Establish SLA dashboards and operational scorecards.
- Conduct regular service reviews with stakeholders.
- Identify trends, bottlenecks, and service improvement opportunities.

Governance & Compliance

- Establish ITSM governance forums and review mechanisms.
- Conduct process compliance audits and maturity assessments.
- Ensure adherence to approved IT policies and standards.
- Support internal and external audit requirements.
- Drive continual improvement initiatives through measurable outcomes.

Training & Organizational Adoption

- Conduct ITSM awareness and training sessions.




- Coach support teams on process compliance and best practices.
- Facilitate workshops for process design and process maturity improvements.
- Promote a service-centric culture across IT operations.

Reporting & Continuous Improvement

- Prepare executive dashboards, service reports, and governance packs.
- Track process maturity and improvement initiatives.
- Conduct root cause trend analysis.
- Recommend process enhancements and automation opportunities.
- Lead CSI (Continual Service Improvement) programs to improve operational efficiency.

Required Skills & Experience

Core ITSM Expertise

- ITIL Framework (Incident, Change, Problem, Request, SLA)
- IT Service Governance
- Service Catalog Management
- CMDB & Asset Management
- Service Performance Reporting
- Continual Service Improvement (CSI)
- Process Design & Optimization
- Operational Governance

Technical Skills

- Sysaid, ServiceNow or equivalent ITSM tools
- Workflow Design and Automation
- Reporting and Dashboard Development
- Process Mapping Tools (Visio, Lucidchart, etc.)
- KPI and SLA Management

Experience

- 7 years of IT Service Management experience.
- 3 years in an ITSM Consultant, Process Consultant, or Service Management role.
- Experience implementing ITIL processes in enterprise environments.
- Experience designing governance frameworks and operational procedures.
- Experience leading ITSM transformation programs preferred.

Educational Qualification

- Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field.
- ITIL v4 Foundation (Mandatory)
- ITIL Managing Skilled or ITIL Expert (Preferred)
- ISO 20000, COBIT, Lean Six Sigma, or related certifications desirable.

📌 ITSM Consultant (Pune)
🏢 Zensar Technologies
📍 Pune