Lead ITSM Functional Consultant

Job Title: Lead ITSM Functional Consultant

Location: Bangalore / Kochi (Onsite and Hybrid)

Experience: 10+ Years in IT Service Management, ITSM Platform Consulting, Business Process Transformation and Enterprise Service Delivery

Role Summary

We are seeking a highly experienced and customer-focused Lead ITSM Functional Consultant to lead the functional consulting practice for our Salesforce ITSM Platform initiatives. The ideal candidate will possess deep expertise in implementing and supporting leading ITSM platforms such as ServiceNow, Freshworks, Jira Service Management, BMC Helix or similar solutions, with a strong passion for driving ITSM transformation on the Salesforce ecosystem.

This role serves as the critical bridge between business stakeholders and delivery teams, translating business needs into actionable platform capabilities and measurable business outcomes. The individual will be responsible for building and nurturing a high-performing team of ITSM Functional Consultants and Business Analysts while helping customers define and execute long-term ITSM evolution strategies.

Key Responsibilities

Customer Engagement & Advisory

• Serve as the primary functional advisor for multiple customers throughout their ITSM transformation journey.
• Conduct discovery workshops, stakeholder interviews and requirements gathering sessions with customer leadership teams.
• Establish trusted relationships with business leaders, IT executives, service owners and operational stakeholders.
• Understand customer business objectives and translate them into practical ITSM platform solutions.
• Provide strategic guidance on ITSM process maturity, service excellence, and platform optimization.

Functional Consulting & Solution Design

• Lead functional design discussions across Incident Management, Request Management, Change Management, Problem Management, Asset Management, Knowledge Management, Service Catalog, CMDB and related ITSM capabilities.
• Create and maintain functional specifications, user stories, process maps, business requirements documents, and solution blueprints.
• Collaborate with architects and delivery teams to ensure business requirements are accurately translated into platform configurations and workflows.
• Drive best-practice adoption utilizing ITIL-aligned service management processes.

Salesforce ITSM Transformation

• Act as a champion for Salesforce-based ITSM solutions and service operations platforms.
• Utilize prior ITSM platform implementation experience to accelerate customer adoption of Salesforce ITSM capabilities.
• Define platform roadmaps and transformation strategies aligned to customer business goals.
• Identify opportunities to modernize legacy ITSM processes and technologies using Salesforce ecosystem capabilities.

Outcome Realization & Demonstrations

• Ensure business requirements are translated into measurable customer outcomes.
• Review configured solutions and validate alignment with customer expectations.
• Conduct executive-level solution demonstrations and outcome showcases for senior customer stakeholders.
• Present implementation progress, value realization and improvement recommendations to leadership teams.
• Drive customer sign-offs and ensure solution acceptance.

Automation & Agentic AI Enablement

• Identify automation opportunities that improve service delivery efficiency and user experience.
• Assess business processes for workflow automation, orchestration, self-service, and AI-driven enhancements.
• Explore and recommend Agentic AI use cases across:
  • Service Desk Operations
  • Incident Resolution
  • Knowledge Management
  • Employee Support Services
  • Service Request Fulfillment
  • Change Risk Assessment
  • Intelligent Routing and Escalations
• Collaborate with AI, Automation, and Platform teams to implement innovative solutions.

Continuous Improvement & ITSM Governance

• Define and drive continuous service improvement initiatives.
• Monitor platform adoption and recommend enhancements based on business feedback and operational metrics.
• Facilitate governance forums and service review meetings with customers.
• Build long-term improvement roadmaps aligned with customer transformation objectives.
• Support organizational change management and adoption activities.

Leadership & Capability Building

• Build and lead a strong ITSM Functional Consulting practice.
• Mentor and coach Functional Consultants, Business Analysts and junior team members.
• Establish standards, templates, methodologies and reusable assets for ITSM engagements.
• Create learning paths and certification plans for Functional Consultants.
• Drive functional excellence and foster a culture of continuous learning.
• Support recruitment, onboarding, and development of ITSM consulting talent.

Cross-Functional Collaboration

• Work closely with:
  • Product Owners
  • Business Analysts
  • Architects
  • Delivery Managers
  • Developers
  • QA Teams
  • Customer Success Teams
• Ensure alignment between business objectives, solution design and delivery execution.

Required Qualifications

• Bachelors Degree in Engineering, Computer Science, Information Systems, or related discipline.
• 10+ years of experience in ITSM consulting, implementation, or service management transformation programs.
• Hands-on experience implementing or supporting enterprise ITSM platforms such as:
  • ServiceNow
  • Freshservice/Freshworks
  • Jira Service Management
  • BMC Helix
  • Ivanti
  • Cherwell
  • ManageEngine
  • Similar ITSM solutions
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience leading customer workshops and stakeholder engagement sessions.
• Strong business analysis and requirements management expertise.
• Excellent presentation, communication, and executive stakeholder management skills.
• Experience leading global teams and managing customer expectations in enterprise environments.

Preferred Qualifications

• Salesforce ecosystem knowledge or experience with Salesforce Service Cloud.
• ITIL Foundation / Intermediate / Managing Professional certifications.
• Salesforce Certifications (preferred or willingness to obtain).
• Experience with Digital Transformation and Enterprise Service Management initiatives.
• Knowledge of Agile, Scrum, and SAFe methodologies.
• Exposure to AI, Generative AI, Agentic AI, and Automation technologies.

Key Competencies

Functional Excellence

• ITSM Process Consulting
• Requirements Engineering
• Service Design
• Business Process Transformation
• Enterprise Service Management

Leadership

• Team Building
• Coaching & Mentoring
• Stakeholder Management
• Strategic Thinking
• Influencing Skills

Customer Success

• Executive Communication
• Workshop Facilitation
• Solution Demonstrations
• Value Realization
• Customer Relationship Management

Innovation

• Automation Discovery
• AI & Agentic Opportunity Identification
• Continuous Improvement
• Service Optimization

Success Measures

The successful candidate will be measured on:

• Customer satisfaction and stakeholder feedback.
• Successful implementation and adoption of Salesforce ITSM capabilities.
• Growth and maturity of the ITSM Functional Consulting practice.
• Number and impact of automation and AI-driven improvements delivered.
• Quality of requirements and solution outcomes.
• Consultant and Business Analyst capability development.
• Contribution to long-term customer transformation and service improvement objectives.