Job Description

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.

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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 c

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