? 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.

✅ Strong practical knowledge of ITIL 4 and ServiceNow ITSM capabilities.

✅ Proven experience in ITSM platform migration.

✅ Strong stakeholder, vendor, and implementation-partner management skills.

✅ ITIL 4 Foundation certification – Mandatory. ⭐ Preferred: ServiceNow CSA, ITSM Implementation Specialist, ITIL 4 Managing Skilled, 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.

📌 Senior ITIL / Service Management Consultant – Contract (Bangalore East)
🏢 eMonkGlobal
📍 Bangalore East