ITSM (Senior Consultant / Deputy Manager / Manager)

Job Description ITSM (Senior Consultant / Deputy Manager / Manager)

Location: Coimbatore

Experience: 2 to 10 Years

Roles: Senior Consultant / Deputy Manager / Manager

Notice Period: Immediate joiners preferred

Role Overview

We are seeking IT Service Management professionals with strong experience in COBIT assessments, IT Governance frameworks, and ISO 20000 implementation. The role includes managing end-to-end ITSM engagements, driving process improvements, conducting governance audits, and working closely with stakeholders to enhance service delivery maturity.

Key Responsibilities (All Levels)

• Conduct ITSM assessments , maturity evaluations, and gap analysis.
• Perform COBIT-based assessments and develop governance improvement roadmaps.
• Implement/maintain ISO 20000 (IT Service Management System) standards.
• Develop, document, and optimize ITSM processes (Incident, Problem, Change, Asset, CMDB, etc.).
• Support audits, compliance checks, and process reviews.
• Prepare reports, dashboards, and governance documentation.
• Collaborate with cross-functional teams including Infra, AppOps, Cybersecurity, and Business.

Additional Responsibilities by Role Level

Senior Consultant (25 years)

• Execute ITSM engagements under guidance of senior leadership.
• Conduct process walkthroughs and assist in ISO 20000 certification projects.
• Support COBIT-based governance assessments.
• Prepare reports, SOPs, and process documentation.
• Contribute to client discussions and status updates.

Deputy Manager (58 years)

• Lead medium-sized ITSM projects and process improvement initiatives.
• Facilitate governance meetings, RCA discussions, and ITSM performance reviews.
• Drive ISO 20000 implementation and manage audit coordination.
• Mentor junior consultants and guide them in assessments.
• Work directly with client leadership for requirement gathering and solutioning.

Manager (810 years)

• Own end-to-end delivery of ITSM, COBIT governance, and ISO 20000 programs.
• Define service strategy, governance framework, and continuous improvement plans.
• Manage large-scale assessments, audits, and transition programs.
• Lead client presentations, steering committees, and stakeholder governance.
• Build ITSM maturity roadmaps and drive adoption across the organization.
• Manage cross-functional teams and ensure timely project delivery.

Required Skills & Experience

• 2 to 10 years of hands-on experience in ITSM, IT Governance, COBIT assessments, and ISO 20000 implementation.
• Strong understanding of:
• ITIL Framework (v3 or v4)
• COBIT 5/COBIT 2019
• ISO 20000 audit & certification process
• Service operations and service transition processes
• Experience handling process documentation, SOPs, and governance reports.
• Strong analytical and problem-solving skills.
• Excellent communication, stakeholder management, and presentation skills.
• Immediate joiners preferred.

Preferred (Good to Have)

• ITIL Foundation / ITIL Intermediate / ITIL 4
• COBIT 5 / COBIT 2019 certification
• ISO 20000 Lead Implementer or Lead Auditor
• Experience in consulting or IT service delivery environments