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Agile-Technology Consulting - IT Service Management - Senior

Agile-Technology Consulting - IT Service Management - Senior

7 - 12 years

20 - 25 Lacs

thiruvananthapuram

Posted:4 days ago| Platform:

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Skills Required

agile service management cad business strategy sla it service management cloud servicenow operations itsm stakeholder management design leadership it governance itom grc architecture

Work Mode

Work from Office

Job Type

Full Time

Job Description

The opportunity
Join a dynamic team within the Technology Strategy and Transformation group, part of the Technology Consulting practice. This high-profile role offers the chance to leverage your consulting expertise to foster client relationships and drive impactful IT Service Management (ITSM) initiatives. You will collaborate closely with the EY Technology Strategy and Transformation leadership to enhance our practice in the MENA region. Your responsibilities will include

Engaging in EYs Go-To-Market activities

Designing solutions that align with client needs

Developing proposals and delivering compelling client presentations

Overseeing delivery across the full lifecycle of service strategy, design, transition, operations, and continual improvement for organizations across various sectors

Key Responsibilities

Functional Consulting

Act as a functional ITSM consultant, advising on best practices and methodologies.

Guide clients in implementing ITSM processes aligned with ITIL standards and integrated with ITOM and ITAM.

Conduct maturity assessments (e.g., ITIL 4, COBIT, ISO 20000) and develop improvement backlogs with measurable value streams.

Provide training and support on ITSM frameworks and recommend improvements aligned with industry standards.

Governance & Strategy

Define and operationalize IT governance structures (e.g., CAB/ECAB, Service Governance Board, Architecture Review Board), including RACI models, decision rights, and control libraries aligned to ISO/IEC 38500 and COBIT.

Lead current-state governance assessments and deliver risk-prioritized, auditable remediation plans.

Design Target Operating Models (TOM) for ITSM/ESM, covering org design, roles/skills, sourcing, and service ownership.

Translate business strategy into service management roadmaps and transformation plans (H1/H2/H3), including business cases and value realization tracking.

Create and maintain service architecture artifactsservice taxonomy, process architecture, CSDM-aligned CMDB models, SLA/OLA frameworks, and integration patterns.

Practice Development & Client Engagement

Facilitate client design sessions and requirements workshops with SMEs.

Offer insights on ITSM tool capabilities (especially ServiceNow) from a functional perspective.

Monitor and report on ITSM process effectiveness, driving continuous improvement.

Represent EY in external forums, client meetings, and alliance engagements.

Mentor junior consultants and contribute to internal capability building.

Qualifications & Skill Sets

Education & Certifications

Bachelors degree in Computer Science, Information Systems, Engineering, or related field.

ITIL 4 Foundation certification required; COBIT, TOGAF, and SIAM certifications are a plus.

ServiceNow certifications (CSA, CIS, CAD) are advantageous, especially for functional roles.

Experience & Expertise

7+ years of ITSM consulting experience, with a strong focus on process design, governance, and maturity assessments.

Experience in implementing and migrating service management platforms (cloud/on-prem).

Functional knowledge of ServiceNow modules (ITSM, ITOM, ITAM, EA, GRC, IRM).

Proven track record in process re-engineering, KPI/OKR design, and benefits realization.

Soft Skills & Mobility

Excellent communication and stakeholder management skills.

Ability to translate complex requirements into actionable strategies.

Customer-focused mindset with strong relationship-building capabilities.

Willingness to travel across the MENA region on short notice.

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Agile-Technology Consulting - IT Service Management - Senior