Position: Senior ITIL / Service Management Consultant

Location: Bengaluru

Engagement Type: CONTRACT / CONSULTING

Experience Required: 10+ Years

About the Role

We are seeking an experienced Senior ITIL / Service Management Consultant to lead ITSM process transformation for an enterprise-wide ServiceNow implementation covering ITSM, ITAM, ITOM, and App Engine.

The ideal candidate will drive ITIL 4 best practices, process standardization, automation, AI-enabled operations, and governance aligned with pharmaceutical regulatory requirements.

Key Responsibilities
Define ITSM operating models, governance frameworks, and ITIL 4 process standards.
Lead process design for Incident, Major Incident, Problem, Change, Service Request, Service Catalog, Knowledge, SLA, CMDB, and Release Management.
Drive ServiceNow implementation, process transformation, and legacy platform migration.
Integrate ITSM, ITAM, CMDB, and ITOM, including Discovery, Service Mapping, and Event Management.
Promote out-of-the-box ServiceNow capabilities while minimizing unnecessary customization.
Identify opportunities for automation, self-service, AI/GenAI, and agentic capabilities.
Establish IT asset lifecycle management, CMDB governance, SOPs, audit readiness,



and continuous improvement.

Required Experience Skills

10+ years of ITSM / Service Management transformation experience.

5+ years of ITSM platform implementation or transformation experience.

Robust practical knowledge of ITIL 4 and ServiceNow ITSM capabilities.

Proven experience in ITSM platform migration.

Robust stakeholder, vendor, and implementation-partner management skills.

ITIL 4 Foundation certification - Mandatory.

Preferred: ServiceNow CSA, ITSM Implementation Specialist, ITIL 4 Managing Qualified, and experience in ITAM, CMDB, ITOM, pharma, life sciences, healthcare, or regulated environments.

Ideal Candidate

We are looking for a Service Management transformation expert-not just a ServiceNow configurator-who can challenge existing processes, establish ITIL best practices, and deliver a scalable, automated, and AI-enabled operating model.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Itil / Service Management Consultant Contract Bengaluru
🏢 eMonkGlobal
📍 Bengaluru