Service Management Consultant (Contract)

This job is with Reckitt, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Role Purpose and scope

We are seeking a seasoned ITIL Service Management Expert with 8-12 years of experience in managing and optimizing ITIL processes across global environments.

The ideal candidate will have hands-on expertise in ServiceNow - including exposure to the Common Service Data Model (CSDM) and Service Mapping

A track record of recent implementation of ITIL processes like Incident, Problem, Change, Release, Major Incident, and Communications Management in Service Now

Utilize ServiceNow, including the CSDM module, to :

Ensure accurate service mapping and CMDB alignment

Support data governance and service modelling best practices

Integrate CSDM with ITIL workflows for enhanced visibility and control

Collaborate with cross-functional teams to engage in conversations to modify / enhance ITIL processes in Service Now

Ability to orchestrate initiatives around standardization of processes across all IT&D teams

Conduct training and awareness sessions to promote ITIL best practices across the organization

Governance & Reporting : Define Governance framework and reporting principles for Service Management in light of the new CSDM model implementation

Vendor Management : Establish strong working relationships with service providers, vendors, and stakeholders to foster collaboration and improve service outcomes. Monitor vendor performance, identify areas for improvement, and take necessary actions to address issues and discrepancies

Experience & Skills required :

8-12 years of experience in IT Service Management roles

Proven experience in Service Integration and Management or IT Service Management (ITSM).

Strong understanding of ITIL (Information Technology Infrastructure Library) framework and practices

Solid implementation experience of ITSM process (INC, PRB, CHG, CMDB etc.) on ServiceNow

Strong proficiency in ServiceNow, including CSDM framework and modules

Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment, multi-vendor environment & Digital transformations.

Experience in managing global stakeholders and vendor ecosystems

Ability to thrive in high-pressure environments and manage multiple priorities

Knowledge on Application and infrastructure Maintenance lifecycle

Working knowledge of GxP guidelines, prior experience of setting robust processes compliant with GxP on a ITSM tool.

Hands-on experience refining the Hardware & Software Asset Management & CMDB.

Agile Change management experience

Technical / professional qualifications :

Bachelor's degree in Computer Science, Information Technology, or related field

ITIL v3 / v4 Certification (Foundation mandatory, Intermediate / Expert preferred)

Exposure to CSDM implementation and CMDB modelling (preferred)

SIAM Certification and / or equivalent Service Integration methodology (desirable)

Exposure to Infrastructure concepts - Cloud & On-Prem (desirable)

Agile Methodology (desirable)