CISNGE - ITIL Service Management Process Consultant

You should have experience in running operations with ITIL processes and be ITIL certified. Your role will require excellent analytical and troubleshooting skills, as well as strong verbal and written communication abilities. You should also demonstrate creative thinking in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. In this role, you must be willing and flexible to learn new technologies, scale up quickly, and adapt to different roles as the situation demands. You should have practical experience with agile methodologies and tools, as well as experience in writing RFPs, solutions, and presentations during client visits. Additionally, experience with leading geographically separated customers and onshore-offshore teams is preferred. Your key responsibilities will include being a Process Subject Matter Expert, overseeing the entire management of the ITIL SIAM processes, and ensuring that supporting tools are aligned with the processes. You will be responsible for process governance, ensuring SLAs and KPIs are being met, and providing solutioning estimations aligned with the delivery scope of work. As part of your role, you will act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates. You will establish and communicate the process mission, goals, and objectives to all stakeholders, while documenting and maintaining the process and procedures. You will also be responsible for resolving any cross-functional departmental issues and ensuring proper staffing and training for execution. Furthermore, you will be expected to develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on the effectiveness of the process to senior management, as well as focusing on Continual Service Improvement (CSI) and collaboration with customer organizations, will be essential. In terms of technical requirements, you should be proficient in ITIL V3, ITIL V4, and SIAM practitioner professional certifications, as well as have expertise in process management and process design reengineering. In addition to the above responsibilities, you will lead a team of 4-5 Process Managers and Consultants. Preferred skills for this role include knowledge in IT architecture, service management, change management, incident and request management, service operation, and SIAM. If you possess the required qualifications and skills, and you are looking for a challenging opportunity in IT operations management with a focus on ITIL processes, this role may be a great fit for you.,