ITSM (Senior Consultant / Deputy Manager / Manager)

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Roles:

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Role Overview

COBIT assessments, IT Governance frameworks, and ISO 20000

Key Responsibilities (All Levels)

• Conduct

  ITSM assessments

  , maturity evaluations, and gap analysis.
• Perform

  COBIT-based assessments

  and develop governance improvement roadmaps.
• Implement/maintain

  ISO 20000 (IT Service Management System)

  standards.
• Develop, document, and optimize ITSM processes (Incident, Problem, Change, Asset, CMDB, etc.).
• Support audits, compliance checks, and process reviews.
• Prepare reports, dashboards, and governance documentation.
• Collaborate with cross-functional teams including Infra, AppOps, Cybersecurity, and Business.

Additional Responsibilities by Role Level

Senior Consultant (2–5 years)

• Execute ITSM engagements under guidance of senior leadership.
• Conduct process walkthroughs and assist in ISO 20000 certification projects.
• Support COBIT-based governance assessments.
• Prepare reports, SOPs, and process documentation.
• Contribute to client discussions and status updates.

Deputy Manager (5–8 years)

• Lead medium-sized ITSM projects and process improvement initiatives.
• Facilitate governance meetings, RCA discussions, and ITSM performance reviews.
• Drive ISO 20000 implementation and manage audit coordination.
• Mentor junior consultants and guide them in assessments.
• Work directly with client leadership for requirement gathering and solutioning.

Manager (8–10 years)

• Own end-to-end delivery of ITSM, COBIT governance, and ISO 20000 programs.
• Define service strategy, governance framework, and continuous improvement plans.
• Manage large-scale assessments, audits, and transition programs.
• Lead client presentations, steering committees, and stakeholder governance.
• Build ITSM maturity roadmaps and drive adoption across the organization.
• Manage cross-functional teams and ensure timely project delivery.

Required Skills & Experience

• 2 to 10 years of hands-on experience in

  ITSM, IT Governance, COBIT assessments, and ISO 20000

  implementation.
• Strong understanding of:
• ITIL Framework (v3 or v4)
• COBIT 5/COBIT 2019
• ISO 20000 audit & certification process
• Service operations and service transition processes
• Experience handling process documentation, SOPs, and governance reports.
• Strong analytical and problem-solving skills.
• Excellent communication, stakeholder management, and presentation skills.
• Immediate joiners preferred.

Preferred (Good to Have)

• ITIL Foundation / ITIL Intermediate / ITIL 4
• COBIT 5 / COBIT 2019 certification
• ISO 20000 Lead Implementer or Lead Auditor
• Experience in consulting or IT service delivery environments