ITSM Consultant
Devoteam International
Posted on 25 Aug
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Assess client IT service management maturity, identify gaps, and recommend improvements.
- Design and implement ITSM processes (Incident, Problem, Change, Request Fulfillment, Service Catalog, CMDB, etc.).
- Facilitate workshops with stakeholders to capture business requirements and translate them into ITSM solutions.
- Align ITSM initiatives with ITIL/IT4IT frameworks and industry best practices.
- Support tool implementation projects by providing process expertise and guidance to technical teams.
- Conduct service assessments and define KPIs/SLAs to measure IT service performance.
- Develop documentation, process maps, and operating procedures for ITSM practices.
- Provide training, knowledge transfer, and coaching to client teams to ensure adoption of ITSM practices.
- Act as a trusted advisor to clients on ITSM strategy, governance, and continuous improvement.
Desired Candidate Profile
- Strong knowledge of ITIL best practices and ITSM frameworks.
- Experience in designing and implementing ITSM processes (beyond just tool configuration).
- Ability to bridge business and technical teams, translating business needs into ITSM solutions.
- Strong communication, facilitation, and stakeholder management skills.
- Experience with ITSM tools (ServiceNow, BMC Remedy, Cherwell, etc.)
- Analytical skills to assess service delivery gaps and define measurable improvements
- Relevant certifications: ITIL v4 Foundation or higher (Managing Professional, Strategic Leader preferred).
- Consulting experience in ITSM/Service Delivery Management is a plus.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- ITSM Consultant
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Devoteam International
Tech for People Unlocks the Future At Devoteam, we believe that technology, combined with strong human values, can actively drive change for the better. Discover how Tech for People is shaping the future, creating a positive impact on individuals and the world around us.
With over 25 years of passion for technology and a presence in 18+ countries across EMEA and beyond, we are committed to leveraging innovation, expertise, and human-centric values to make a difference.
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