ITSM Consultant

We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies.

The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model.

This position combines ITSM expertise, stakeholder engagement, process improvement, and programme coordination within a complex multi-company environment.

Responsibilities

ITSM Assessment & Process Improvement

• Conduct ITSM maturity assessments across multiple entities
• Evaluate Incident, Problem, Change, Request, and Knowledge Management processes
• Assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness
• Identify process gaps, risks, and improvement opportunities
• Produce assessment reports and recommendations

ITSM Process Implementation

• Support the rollout of new ITSM processes and standards
• Facilitate workshops and process walkthrough sessions
• Translate programme-level process designs into practical operational guidance
• Support process adoption and readiness activities
• Promote ITIL best practices across participating organisations

CMDB & Configuration Management

• Support CMDB data collection, cleansing, and validation activities
• Assist with Configuration Item (CI) classification and relationship mapping
• Work with IT teams to establish CMDB ownership and governance
• Support discovery and asset management initiatives
• Help define ongoing CMDB maintenance responsibilities

Adoption & Change Management

• Deliver process awareness and knowledge-transfer sessions
• Monitor process adoption, compliance, and SLA performance
• Support hypercare and stabilisation activities after go-live
• Coach operational teams and process owners

Vendor & Programme Coordination

• Coordinate vendor onboarding and due diligence activities
• Manage documentation, approvals, and access requirements
• Support programme reporting, action tracking, and stakeholder communications
• Maintain programme repositories and implementation artefacts

Required Experience

• 5+ years of experience in IT Service Management
• Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes
• Experience supporting ITSM implementations, migrations, or transformation programmes
• Experience with CMDB implementation (from scratch), data governance, or Configuration Management
• Experience facilitating workshops and stakeholder discussions
• Experience working with vendors and third-party service providers

Required Knowledge

• Strong understanding of ITIL 4 principles and practices
• Knowledge of ITSM operating models and service desk environments
• Understanding of CMDB concepts, CI management, and data governance
• Ability to analyse service metrics, ticket data, and SLA performance
• Familiarity with discovery tools and asset management concepts

Preferred Skills

• ServiceNow experience
• Experience with ITSM transformation programmes
• Change management and process adoption experience
• Programme coordination or project support experience
• Experience working in multi-entity or international environments

Certifications

Required:

• ITIL 4 Foundation

Preferred:

• ITIL 4 Specialist
• ITIL Managing Professional
• PRINCE2 Foundation
• CAPM or similar project management certification

Soft Skills

• Strong communication and stakeholder management skills
• Workshop facilitation and presentation skills
• Ability to work independently and manage multiple workstreams
• Strong documentation and reporting capabilities
• Pragmatic and collaborative mindset