ITSM Consultant

The ITSM Consultant is responsible for advising, designing, and implementing IT Service Management processes and solutions in alignment with ITIL best practices. This role focuses on process improvement, service delivery optimization, and ensuring IT services support business objectives. The consultant will work closely with clients, stakeholders, and IT teams to assess current practices, define requirements, and implement effective ITSM frameworks and tools.

Key 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.

Qualifications

• 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.

Additional Information

• Business Unit: Strategy & Transformation
• Level: Mid Level
• Location: Riyadh, Saudi Arabia