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.