CISNGE - ITIL Service Management – Process Consultant

Infosys

5 - 10 years

Bengaluru

Posted: 12/07/2025

Job Description

Responsibilities

Process - Subject Matter Expert – Oversee the entire management of the ITIL/SIAM processes, ensure supporting tools are aligned with the processes with clear categorization, prioritization and attributes managed efficiently. • Process Governance • Ensuring SLAs and KPIs are being met • Solutioning estimations aligned with delivery scope of work Coordination & Communication – Act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates • Establishing and communicating the process mission, goals, and objectives to all stakeholders • Documenting and maintaining the process and procedures • Resolving any cross-functional (departmental) issues • Ensuring proper staffing and training for execution • Ensuring consistent execution of the process across the organization Process Improvement – Develop and refine Process management procedures to enhance efficiency and effectiveness • Monitoring, measuring, and reporting on the effectiveness of the process to senior management • CSI (Continual Service Improvement) and collaboration with customer organization Stakeholder Management – Ensure clear, consistent communication across teams and external parties

Technical Requirements

ITIL V3, ITIL V4 / SIAM practitioner-professional - Process Management - Process Design / Re-engineering

Preferred Skills

Technology->Architecture->Architecture - ITIL

Foundational->Consulting - Change Management->Change Management

Foundational->Service Management->ITIL

Foundational->Service Management->Service Operation->SIAM

Foundational->IT User Management->Incident and Request Management

Additional Responsibilities

Lead a team of 4-5 Process Manager’s/Consultant’s

Educational Requirements

Bachelor of Engineering,BTech,BSc,BCA,MTech,MSc,MCA

About Company

Infosys is a global leader in next-generation digital services and consulting, headquartered in Bangalore, India. Founded in 1981, the company provides IT services, business consulting, and outsourcing solutions to clients across more than 50 countries. Infosys is known for its strong emphasis on innovation, enterprise transformation, and sustainability, and has been instrumental in driving large-scale digital transformation for some of the world’s leading organizations. With a robust portfolio that spans cloud computing, artificial intelligence, cybersecurity, and enterprise solutions, Infosys continues to be a trusted technology partner for businesses navigating the digital age.