Service Management Consultant

Capgemini

6 - 10 years

6 - 14 Lacs

pune bengaluru mumbai (all areas)

Posted:1 day ago| Platform:

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Skills Required

itil change managemnet problem management incident incident management itil v3 service management

Work Mode

Work from Office

Job Type

Full Time

Job Description

ITSM Process Consultant

Key Responsibilities:

Execute end-to-end process consulting projects aligned with ITIL, ISO 20000, and CMMI SVC models
Strategize and design IT services and operating models
Lead and manage transition/transformation programs
Design ITOM frameworks and define governance models including DevOps, Agile, and SAFe
Conduct process assessments and gap analysis; prepare improvement roadmaps
Define and institutionalize new processes using Process Requirement Specification Documents
Pilot and develop processes and drive adoption across teams
Lead Continuous Service Improvement (CSI) programs using industry best practices
Define and implement SLA/KPI measurement frameworks
Integrate service management tools with processes and SLA/KPI metrics
Perform testing and validation of processes and KPIs within service management tools
Provide timely reporting and updates to clients and stakeholders
Conduct ITIL training programs across all levels; contribute to training material development
Own client engagements and ensure delivery of high-quality outcomes

Required Skills & Qualifications:

Proven experience in defining and implementing ITIL processes
Hands-on experience in full-cycle consulting assignments: service design, gap analysis, process definition, implementation roadmap, and auditing
Strong understanding of application and infrastructure maintenance lifecycle and transition
Experience in client-facing roles with excellent stakeholder management
Exceptional communication, interpersonal, and presentation skills

Preferred Certifications:

ITIL V3/V4 Foundation or Expert
ISO 20000 Lead Auditor / Implementer
SAFe / Agile / DevOps certifications (preferred but not mandatory)

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