Overview:

Seeking an experienced ITSM Advisor to establish and lead the development of a comprehensive IT Service Management practice. This engagement focuses on creating a structured framework from the ground up, enhancing service delivery operations, and advising on tooling strategies as part of a poader IT modernization effort.

Key Responsibilities:

• Spearhead the establishment of the organization's ITSM function, including defining structure, scope, and governance.
• Develop and document a formal ITSM framework aligned with industry best practices (I.e. ITIL).
• Provide strategic consultation on tool selection, working closely with stakeholders to assess current platforms and recommend a future-state ITSM solution.
• Guide the onboarding of a technical ITSM specialist to configure and implement the selected tooling.
• Design and implement core ITSM processes, including incident, problem, change, and service request management.
• Define performance metrics and reporting mechanisms to monitor service quality and operational efficiency (I.e. KPI, SLA).
• Support the organization in evolving how IT services are delivered, focusing on modernizing processes, enhancing cross-functional collaboration, and improving overall IT maturity.
• Offer guidance and mentoring to internal teams to foster adoption of the new ITSM framework and tools.
• Maintain awareness of emerging technologies and evolving service management methodologies to inform continuous improvement efforts.

Required Qualifications:

• Minimum 3-5 years of experience in ITSM strategy, consulting, or IT operations leadership.
• Hands-on experience with leading ITSM platforms such as Zendesk, ServiceNow and BMC Remedy to name a few.
• Proven success leading the stand-up of an ITSM practice, including framework design and tool recommendation.
• Background in guiding organizations through the transition from multiple ITSM platforms to a unified solution.

Preferred Assets:

• Participation in procurement and vendor assessment processes for ITSM platforms.
• ITIL certification (Foundation or higher); additional certifications such as COBIT, ISO 20000, PMP, or Agile are considered an asset.
• Familiarity with cloud-based service management solutions and IT governance frameworks.
• Experience integrating automation and AI into ITSM operations.
• Prior exposure to enterprise architecture principles and service delivery modernization.

Note:

This is a strategic advisory role designed for a consultant with both the vision and execution experience to transform IT service delivery capabilities in a dynamic environment.