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Process Consultant

Process Consultant

CognizantBikaner, IN
1 day ago
Job description

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.
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