Process Consultant

SIAM / ITSM Process Consultant

Roles & Responsibilities

Strategic Design & Governance

Lead the architecture and implementation

of the complete

SIAM Operating Model

(Service Integration and Management).

Act as the organization's

SME

for

ITSM process design

across a multi-vendor ecosystem.

Develop the long-term

ITSM / SIAM strategy

aligned with business objectives and digital transformation.

Establish and chair executive-level

governance boards

(e.g., Change, Service Review) to manage vendor performance and risk.

Process Execution & Transformation

Lead complex, large-scale

ITSM transformation programs

from design to adoption.

Define and mature all key ITIL processes ( Incident, Problem, Change, Configuration, SLM , etc.) for multi-provider landscapes.

Drive

Organizational Change Management (OCM)

to ensure process adoption across internal and vendor teams.

Ensure

ITSM tooling (e.g., ServiceNow)

is optimized and integrated to support the defined processes.

Performance & Improvement

Define, negotiate, and govern key

SLAs, OLAs, and KPIs

for all service providers.

Lead strategic

Continual Service Improvement (CSI)

initiatives, focusing on service quality, efficiency, and cost reduction.

Act as the ultimate

escalation point

for cross-tower / cross-vendor process conflicts and service integration challenges.

Desired Experience

Minimum

15 years

of progressive experience in IT Service Management and IT Consulting.

Deep, demonstrable experience

in designing and implementing

SIAM models

in complex, global environments.

Proven track record of

leading large-scale, complex transformation programs

end-to-end.

Expert ability to engage and

influence C-level and senior stakeholders .

Strong working knowledge of

ITSM / ESM platforms

(e.g., ServiceNow, BMC) capabilities and integrations.

Certifications

Mandatory :

ITIL 4 Managing Professional (MP)

or

ITIL 4 Strategic Leader (SL)

(or ITIL v3 Expert).

Highly Desirable : SIAM Professional

or

SIAM Foundation .

Project Management Professional ( PMP ).

COBIT

or

Lean / Six Sigma

certification.