ITSM (Senior Consultant / Deputy Manager / Manager)

Job Description – ITSM (Senior Consultant / Deputy Manager / Manager)

Location : Coimbatore

Experience : 2 to 10 Years

Roles : Senior Consultant / Deputy Manager / Manager

Notice Period : Immediate joiners preferred

Role Overview

We are seeking IT Service Management professionals with strong experience in COBIT assessments, IT Governance frameworks, and ISO 20000 implementation. The role includes managing end-to-end ITSM engagements, driving process improvements, conducting governance audits, and working closely with stakeholders to enhance service delivery maturity.

Key Responsibilities (All Levels)

Conduct ITSM assessments , maturity evaluations, and gap analysis.

Perform COBIT-based assessments and develop governance improvement roadmaps.

Implement / maintain ISO 20000 (IT Service Management System) standards.

Develop, document, and optimize ITSM processes (Incident, Problem, Change, Asset, CMDB, etc.).

Support audits, compliance checks, and process reviews.

Prepare reports, dashboards, and governance documentation.

Collaborate with cross-functional teams including Infra, AppOps, Cybersecurity, and Business.

Additional Responsibilities by Role Level

Senior Consultant (2–5 years)

Execute ITSM engagements under guidance of senior leadership.

Conduct process walkthroughs and assist in ISO 20000 certification projects.

Support COBIT-based governance assessments.

Prepare reports, SOPs, and process documentation.

Contribute to client discussions and status updates.

Deputy Manager (5–8 years)

Lead medium-sized ITSM projects and process improvement initiatives.

Facilitate governance meetings, RCA discussions, and ITSM performance reviews.

Drive ISO 20000 implementation and manage audit coordination.

Mentor junior consultants and guide them in assessments.

Work directly with client leadership for requirement gathering and solutioning.

Manager (8–10 years)

Own end-to-end delivery of ITSM, COBIT governance, and ISO 20000 programs.

Define service strategy, governance framework, and continuous improvement plans.

Manage large-scale assessments, audits, and transition programs.

Lead client presentations, steering committees, and stakeholder governance.

Build ITSM maturity roadmaps and drive adoption across the organization.

Manage cross-functional teams and ensure timely project delivery.

Required Skills & Experience

2 to 10 years of hands-on experience in ITSM, IT Governance, COBIT assessments, and ISO 20000 implementation.

Strong understanding of :

ITIL Framework (v3 or v4)

COBIT 5 / COBIT 2019

ISO 20000 audit & certification process

Service operations and service transition processes

Experience handling process documentation, SOPs, and governance reports.

Strong analytical and problem-solving skills.

Excellent communication, stakeholder management, and presentation skills.

Immediate joiners preferred.

Preferred (Good to Have)

ITIL Foundation / ITIL Intermediate / ITIL 4

COBIT 5 / COBIT 2019 certification

ISO 20000 Lead Implementer or Lead Auditor

Experience in consulting or IT service delivery environments