Service Management Consultant (Contract)

Role Purpose and scope

. We are seeking a seasoned ITIL Service Management Expert with 8-12 years of experience in managing and optimizing ITIL processes across global environments.
. The ideal candidate will have hands-on expertise in ServiceNow - including exposure to the Common Service Data Model (CSDM) and Service Mapping. A track record of recent implementation of ITIL processes like Incident, Problem, Change, Release, Major Incident, and Communications Management in Service Now. Utilize ServiceNow, including the CSDM module, to:o Ensure accurate service mapping and CMDB alignmento Support data governance and service modelling best practiceso Integrate CSDM with ITIL workflows for enhanced visibility and control. Collaborate with cross-functional teams to engage in conversations to modify/ enhance ITIL processes in Service Now. Ability to orchestrate initiatives around standardization of processes across all IT&D teams. Conduct training and awareness sessions to promote ITIL best practices across the organization. Governance & Reporting: Define Governance framework and reporting principles for Service Management in light of the new CSDM model implementation. Vendor Management: Establish strong working relationships with service providers, vendors, and stakeholders to foster collaboration and improve service outcomes. Monitor vendor performance, identify areas for improvement, and take necessary actions to address issues and discrepancies

Experience & Skills required:

Technical / professional qualifications: