Service Management Consultant

Role & responsibilities

Experienced ITSM professional leading end-to-end service management delivery, governance, and operational excellence for large enterprise customers. The role focuses on SLA-driven delivery, SMO governance, process management, and continuous service improvement aligned with ITIL best practices.

• Key Responsibilities
• Manage day-to-day operations of ITSM processes
• Drive SLA adherence, service stability, and issue resolution
• Establish and run Service Management Office (SMO)
• Conduct service reviews, reporting, and governance meetings
• Manage risks, escalations, and audit compliance
• Track and improve SLA, OLA, MTTR, backlog, and service KPIs
• Drive performance improvements and ensure contractual compliance
• Coordinate across multi-vendor and cross-tower teams
• Ensure end-to-end service accountability and collaboration
• Drive CSI initiatives and service optimization programs
• Support transition from project to BAU operations
• Drive stabilization and steady-state service delivery
• Experience & Skills
• Strong experience in managed services delivery / SMO roles
• Expertise in ITIL multiple processes and 24x7 operations environments
• Strong stakeholder communication and delivery leadership