ITSM Consultant

Role & responsibilities : Implement and manage ITSM processes aligned with ITIL best practices. Oversee incident, problem, change, release, and service request management. Ensure SLA compliance and high availability of IT services. Monitor service performance, KPIs, and continuous improvement initiatives. Lead incident resolution, escalations, and root cause analysis. Manage change approvals, risk assessment, and deployment coordination. Act as a bridge between business teams and IT for service alignment. Manage IT vendors, contracts, and service delivery quality. Own ITSM tools and service desk platforms (ServiceNow, Zoho, Jira, etc.). Develop and maintain IT policies, SOPs, and documentation. Lead and mentor IT support teams and define accountability standards. Provide regular service performance reports to management. Skill Required: Strong understanding of IT Service Management concepts and processes. Knowledge of SLA management, reporting, and service metrics. Strong communication and stakeholder management skills. Ability to work independently and in a team environment. Qualifications & Experience: 3-6 years of relevant experience in ITSM. Bachelors degree or Master's in IT, Computer Science, Engineering, or a related field.