Full Time 1 month ago

Job Level Experienced Professional

Experience Less Than 1 Year

Job Type Full Time

Location Noida, Uttar Pradesh

Key

Assess current-state IT Service Management processes, operating models, and toolsets against ITIL v4 best practices and industry benchmarks.
Design and document target-state ITSM frameworks, including processes, governance, service workflows, and operating models.
Support the implementation and optimization of core ITIL v4 practices such as Incident, Problem, Change, Request, Service Level, Knowledge, and Continual Improvement.
Advise clients on aligning ITSM processes with Agile, DevOps, Cloud, and Site Reliability Engineering (SRE) ways of working.
Facilitate stakeholder workshops and working sessions to gather requirements, validate ITSM designs, and drive alignment across IT and business teams.
Define service performance metrics including KPIs, SLAs, and XLAs, and support the establishment of service performance reporting and dashboards.
Support ITSM tool initiatives, including tool assessments, configuration recommendations, and optimization (e.g., ServiceNow or equivalent platforms).
Identify service improvement opportunities and develop actionable recommendations to enhance service quality, operational efficiency, and customer experience.
Provide advisory support across ITSM transformation programs, including process standardization, governance setup, and organizational change enablement.
Contribute to business development activities by supporting proposal development, RFP responses, solution design, and client presentations related to ITSM services.

Qualifications

4 6 years of experience in IT Service Management, IT operations, or service transformation roles.
Practical experience applying ITIL v4 practices in enterprise environments.
Experience working in Agile / DevOps delivery models and modern IT operating environments.
Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences.
Bachelor s degree in Information Technology, Computer Science, Engineering, or a related field.

Preferred Certifications

Preferred Skills Competencies

Familiarity with leading ITSM tools and platforms (e.g., ServiceNow, BMC, Jira Service Management).
Understanding of IT governance, risk, security, and compliance considerations within service management.
Strong analytical and problem-solving capabilities with a structured consulting mindset.
Ability to work collaboratively in multi-disciplinary, multi-location teams.
Experience in consulting, advisory, or professional services environments is highly desirable.