We are seeking an experienced ITIL / Enterprise Service Management (ESM) Consultant to support the design, implementation, and continuous improvement of IT and enterprise service processes. The consultant will work closely with stakeholders across IT and business functions to optimize service delivery, ensure alignment with ITIL best practices, and drive service excellence across the organization.
The ideal candidate will play a key role in transforming service management capabilities, improving operational efficiency, and enhancing end-user experience through structured processes and modern ESM platforms.
Key Responsibilities
- Analyze current service management processes and identify improvement opportunities
- Design and implement ITIL-aligned processes (Incident, Problem, Change, Service Request, etc.)
- Support ESM transformation initiatives across non-IT departments (HR, Facilities, Finance, etc.)
- Provide guidance on best practices for service delivery and governance
- Collaborate with stakeholders to ensure adoption of new processes and tools
- Configure and optimize ESM tools (e.g., ServiceNow, BMC, Ivanti, etc.)
- Deliver training and documentation to business and IT teams
- Monitor KPIs and continuously improve service performance
