Description
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.
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 cent

📌 Itsm Consultant Pune
🏢 Zensar Technologies
📍 Pune