Senior Manager - Service Design & Optimization Consultant (ITIL)

Responsibilities

• Design target-state ITSM operating models, including processes, roles, governance, tooling, and reporting
• Define and oversee service catalogs, models, and support frameworks with clear ownership and accountability
• Drive continual service improvement programs, ensuring tangible outcomes in experience, stability, and cost efficiency
• Identify systemic issues using service insights and implement impactful improvement initiatives
• Govern service KPIs, SLAs, OLAs, SLOs aligned to business and contractual expectations
• Lead internal and client-facing service governance forums to review performance and risks
• Advise clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence
• Conduct workshops and assessments to baseline capabilities and develop future-state roadmaps
• Mentor and develop consultants while promoting best practices and standards across accounts
• Support pre-sales by contributing to ITSM design, transition strategies, and optimization proposals

Languages