We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies.

The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model.

This position combines ITSM expertise, stakeholder engagement, process improvement, and programme coordination within a complex multi-company environment.

Responsibilities

ITSM Assessment & Process Improvement

Conduct ITSM maturity assessments across multiple entities
Evaluate Incident, Problem, Change, Request, and Knowledge Management processes
Assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness
Identify process gaps, risks, and improvement opportunities
Produce assessment reports and recommendations

ITSM Process Implementation

Support the rollout of new ITSM processes and standards
Facilitate workshops and process walkthrough sessions
Translate programme-level process designs into practical operational guidance
Support process adoption and readiness activities
Promote ITIL best practices across participating organisations

CMDB & Configuration Management

Support CMDB data collection, cleansing, and validation activities
Assist with Configuration Item (CI) classification and relationship mapping
Work with IT teams to establish CMDB ownership and governance
Support discovery and asset management initiatives
Help define ongoing CMDB maintenance responsibilities

Adoption & Change Management

Deliver process awareness and knowledge-transfer sessions
Monitor process adoption, compliance, and SLA performance
Support hypercare and stabilisation activities after go-live
Coach operational teams and process owners

Vendor & Programme Coordination

Coordinate vendor onboarding and due diligence activities
Manage documentation, approvals, and access requirements
Support programme reporting, action tracking, and stakeholder communications
Maintain programme repositories and implementation artefacts

Required Experience

3–5+ years of experience in IT Service Management
Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes
Experience supporting ITSM implementations, migrations, or transformation programmes
Experience with CMDB implementation, data governance, or Configuration Management
Experience facilitating workshops and stakeholder discussions
Experience working with vendors and third-party service providers

Required Knowledge

Strong understanding of ITIL 4 principles and practices
Knowledge of ITSM operating models and service desk environments
Understanding of CMDB concepts, CI management, and data governance
Ability to analyse service metrics, ticket data, and SLA performance
Familiarity with discovery tools and asset management concepts

Preferred Skills

ServiceNow experience
Experience with ITSM transformation programmes
Change management and process adoption experience
Programme coordination or project support experience
Experience working in multi-entity or international environments

Certifications

Required:

ITIL 4 Foundation

Preferred:

ITIL 4 Specialist
ITIL Managing Professional
PRINCE2 Foundation
CAPM or similar project management certification

Soft Skills

Strong communication and stakeholder management skills
Workshop facilitation and presentation skills
Ability to work independently and manage multiple workstreams
Strong documentation and reporting capabilities
Pragmatic and collaborative mindset

We offer*:

Flexible working format - remote, office-based or flexible
A competitive salary and good compensation package
Personalized career growth
Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
Active tech communities with regular knowledge sharing
Education reimbursement
Memorable anniversary presents
Corporate events and team buildings
Other location-specific benefits
not applicable for freelancers

ITSM Consultant

Job Description