ITSM Lead (BMC-Remote)

Role : LEAD ITSM Engineer (SQI Assessment / Service Quality Analyst)

Location : Pune

Experience : 8 + Years

Role Purpose

Support the execution of the Service Quality Index (SQI) assessment program by coordinating, facilitating, and conducting service maturity assessments across IT Services. The consultant will work closely with Service Owners, Delivery Teams, and Architects to evaluate service quality across SQI focus areas, identify improvement opportunities, and develop actionable recommendations.

Key Responsibilities

Assessment Planning & Coordination

• Coordinate end-to-end SQI assessment activities with Service Owners and stakeholders.
• Schedule and manage assessment workshops, interviews, and follow-up sessions.
• Collect and organize required documentation, evidence, and service artefacts prior to assessments.
• Maintain assessment plans, status tracking, and stakeholder communications.

Assessment Execution

• Facilitate structured interview-based assessments and workshops across SQI focus areas:
• People, Process, Metrics, Documentation, Monitoring, Service Continuity Management
• Evaluate service maturity against predefined SQI criteria and behaviors.
• Apply probing and challenge-based questioning techniques to validate actual practices versus documented processes.
• Capture findings, observations, strengths, risks, and improvement opportunities.

Documentation & Evidence Review

Review and assess service artefacts including:

• Skill matrices and competency plans
• Job descriptions and role definitions
• Onboarding and handover documentation
• High-Level Designs (HLD)
• Low-Level Designs (LLD)
• Operational procedures and support manuals
• Service catalog documentation
• Service continuity and recovery plans
• Knowledge Base Articles and operational runbooks
• SLA/OLA definitions, configurations, and performance reports
• Incident, Problem, Change, and Root Cause Analysis practices

Monitoring & Service Operations Assessment

• Assess current monitoring capabilities and operational controls.
• Review monitoring coverage, alerting effectiveness, escalation practices, and operational reporting.
• Challenge existing monitoring approaches and identify gaps, risks, and improvement opportunities.
• Recommend industry-aligned practices to strengthen observability, service reliability, and operational maturity.

Reporting & Improvement Recommendations

• Prepare assessment findings and maturity reports.
• Document service strengths, quality gaps, risks, and improvement opportunities.
• Present assessment results to service owners and management teams.
• Assist in defining practical and prioritized improvement action plans.

Desired Skills & Experience

• Strong understanding of IT Service Management (ITIL preferred).
• Experience conducting service reviews, audits, maturity assessments, or operational health checks.
• Familiarity with Incident, Problem, Change, SLA, OLA, Monitoring, and Service Continuity processes.
• Ability to independently conduct stakeholder interviews and facilitate workshops.
• Strong analytical and documentation review skills.
• Working knowledge of enterprise monitoring, observability, and operational support models.
• Ability to challenge current practices constructively and recommend practical improvements.
• Excellent communication, stakeholder management, and report-writing skills.

Success Criteria

• Assessments are executed professionally with minimal impact on operational teams.
• Findings are evidence-based, objective, and actionable.
• Improvement opportunities are clearly documented and prioritized.
• Service Owners perceive the assessment as a valuable improvement exercise rather than a compliance audit.
• Consistent and repeatable SQI assessments are delivered across multiple IT Services.

Ideal Profile: A consultant with a blend of ITSM, operational support, service governance, and technical monitoring knowledge, capable of engaging both technical teams and service owners while driving meaningful service quality improvements.