Senior Information Technology Service Management Consultant

Penta Consulting is a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA. We’re looking for an experienced ITSM Process Subject Matter Expert (SME) to lead the assessment and optimization of one of our leading client's Incident, Change, and Release Management processes.

Location: Riyadh, Saudi Arabia (On-site)
Work Conditions: Contract

Key Responsibilities:

• Evaluate current ITSM processes and documentation.
• Facilitate workshops with IT and business stakeholders.
• Analyze workflows, tooling (e.g., ServiceNow, Jira), and KPIs.
• Identify gaps against ITIL 4 best practices.
• Develop clear, actionable recommendations and improvement roadmaps.
• Present findings and reports to stakeholders.

Key Requirements:

• 7+ years of experience in Incident, Change & Release Management.
• ITIL 4 certification (Managing Professional preferred).
• Strong background in process analysis, design, and tooling optimization.
• Hands-on experience with ServiceNow, Jira, or similar platforms.
• Excellent communication, stakeholder engagement, and documentation skills.

If you are a talented ITSM Process SME ready for your next challenge, apply now!