Track Lead - Process Consulting, ServiceNow

Role Summary: We are looking for an experienced Senior Process Consultant – ITSM to design, develop, implement, and establish IT Service Management processes from the ground up in a complex multivendor environment. The role will be responsible for defining process governance, aligning service delivery with business objectives, and ensuring consistent adoption of ITIL-based practices across internal teams, vendors, and service partners.

Key Responsibilities

• Design, document, and implement ITSM processes from scratch, including Incident, Major Incident, Problem, Change, Request, Knowledge, Configuration, Service Level, and Continual Improvement Management.
• Establish end-to-end process governance across multiple vendors, internal IT teams, and business stakeholders.
• Define process policies, workflows, roles, responsibilities, RACI matrices, KPIs, SLAs, OLAs, and reporting mechanisms.
• Assess current-state service operations, identify gaps, and create a structured roadmap for ITSM maturity improvement.
• Ensure processes are aligned with ITIL best practices, contractual obligations, operational requirements, and business priorities.
• Facilitate workshops with stakeholders to gather requirements, validate process designs, and drive process adoption.
• Develop process documentation, standard operating procedures, templates, governance decks, and training material.
• Work closely with ServiceNow or other ITSM platform teams to translate process requirements into tool workflows and automation opportunities.
• Monitor process performance through dashboards, service reviews, trend analysis, and continuous improvement initiatives.
• Drive vendor compliance, performance transparency, escalation discipline, and consistent service delivery standards.
• Support organizational change management by promoting process adherence, communication, and stakeholder engagement.

Skill Requirements

• 10+ years of experience in IT Service Management, IT operations, service delivery, process consulting, or related roles.
• Strong hands-on experience in designing and implementing ITSM processes in enterprise or global delivery environments.
• Proven experience working in multivendor, multisupplier, or outsourced service delivery models.
• Deep understanding of ITIL practices, service lifecycle management, governance, and continual improvement.