Senior Manager - Service Design & Optimization Consultant (ITIL)

We are seeking a Senior Manager - Service Design & Optimization Consultant (ITIL) to lead and evolve IT Service Management (ITSM) practices.

This key role partners with clients and internal teams to design scalable operating models, drive service improvements, and ensure ITSM excellence across strategic portfolios.

Responsibilities

• Design target-state ITSM operating models, including processes, roles, governance, tooling, and reporting
• Define and oversee service catalogs, models, and support frameworks with clear ownership and accountability
• Drive continual service improvement programs, ensuring tangible outcomes in experience, stability, and cost efficiency
• Identify systemic issues using service insights and implement impactful improvement initiatives
• Govern service KPIs, SLAs, OLAs, SLOs aligned to business and contractual expectations
• Lead internal and client-facing service governance forums to review performance and risks
• Advise clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence
• Conduct workshops and assessments to baseline capabilities and develop future-state roadmaps
• Mentor and develop consultants while promoting best practices and standards across accounts
• Support pre-sales by contributing to ITSM design, transition strategies, and optimization proposals

Requirements

• 12–16 years of experience in IT Service Management, Service Design, or Operations in consulting or enterprise environments
• Expertise in ITIL practices like Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement
• Background in analytics, translating operational data into improvement roadmaps
• Working understanding of Agile, DevOps, and SRE methodologies, alongside cloud/hybrid delivery models
• Proficiency in facilitating executive communication and simplifying complex service landscapes
• Proven leadership in delivery excellence and fostering a culture of continuous improvement
• Qualification in Engineering, Computer Science, or related fields, with a preference for Master’s degree/MBA
• ITIL v4 Foundation certification with preference for Managing Professional/Strategic Leader credentials
• Showcase of service optimization across multi-region or enterprise-scale portfolios
• Competency in ITSM platforms like ServiceNow, BMC Helix/Remedy, or Jira Service Management
• Demonstrated ability to influence senior stakeholders and drive adoption in global matrixed settings