? 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. ✅ Solid 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 Professional, 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 (Bengaluru)
🏢 eMonkGlobal
📍 Bengaluru