Job Description

Senior ITSM Governance & Process Management Consultant (ITIL)

The Senior ITSM Governance & Process Management Consultant is responsible for providing operational leadership, governance, and continual service improvement across Incident Management, Problem Management, Change Enablement, and ITSM Governance functions. This role ensures ITIL v4 aligned practices are executed, measured, and optimized to improve service stability and business outcomes.

Key Responsibilities

Incident Management Leadership

· Serve as the primary ITIL SME for Incident Management operations.

· Govern incident lifecycle activities including intake, triage, prioritization, escalation, and resolution coordination.

· Facilitate Major Incident Management activities and stakeholder communications.

· Monitor SLAs, KPIs, and drive continual improvement.

Problem Management Leadership

· Lead structured Problem Management practices.

· Facilitate root cause analysis and known error management.

· Reduce recurring incidents through permanent corrective actions.

· Manage problem backlog and knowledge capture.

Change Enablement Governance

· Govern Standard, Normal, and Emergency Change processes.

· Facilitate CAB and Emergency CAB meetings.

· Review risk and impact assessments and change quality.

· Conduct post-implementation reviews and track success metrics.

ITSM Governance & Process Maturity

· Develop standards, procedures, and governance frameworks.

· Assist in translating approved standards into enforceable policies.

· Define performance baselines and maturity roadmaps.

Reporting, Metrics & Analytics

· Develop KPI dashboards and executive reporting.

· Provide actionable insights and recommendations based on operational data.

Stakeholder & Cross-Functional Collaboration

· Partner with resolver groups, service owners, and business stakeholders.

· Facilitate workshops, governance meetings, and process reviews.

Education, Certifications & Qualifications

· Bachelor's degree in Information Technology, Business, Engineering, or related field; equivalent experience may be considered.

· 8+ years of experience in IT Service Management (ITSM).

· 5+ years leading Incident, Problem, and Change Management processes.

· ITIL v4 Foundation certification required.

· Advanced ITIL certifications (Managing Professional, Strategic Leader, Practice Manager, Master, or equivalent) preferred.

· Demonstrated experience facilitating Major Incident Management, Problem Management, and Change Governance in enterprise environments.

Required Skills

· ITIL v4 Best Practices

· Incident, Problem and Change Management

· Major Incident Management

· Root Cause Analysis

· ITSM Governance

· Continual Service Improvement

· Operational Reporting and Analytics

· Risk Assessment and Change Governance

· Process Design, Documentation, and Standardization

· Executive Communication and Stakeholder Management

Preferred Platform Experience

· Experience with enterprise ITSM platforms such as BMC Helix, ServiceNow Service Management, or similar solutions.

· Experience configuring or optimizing Incident, Problem, Change, Knowledge, and Request Management processes within enterprise ITSM tools.

· Experience developing dashboards, workflow governance, and service management analytics.

Optional Qualifications

· Experience with BMC Helix ITSM administration, governance, implementation, or support.

· Experience with ServiceNow implementation, administration, governance, or platform transformation projects.

· Experience serving as a process owner for Incident, Problem, Change, Request, or Knowledge Management practices.

· PMP, Agile, Scrum, Lean, or Six Sigma certifications.

· Experience with enterprise reporting tools such as Power BI or Tableau.