Process Consultant
Cognizant
5 - 10 years
Bengaluru
Posted: 10/12/2025
Getting a referral is 5x more effective than applying directly
Job Description
SIAM/ITSM Process Consultant
Roles & Responsibilities
Strategic Design & Governance
- Lead the architecture and implementation of the complete SIAM Operating Model (Service Integration and Management).
- Act as the organization's SME for ITSM process design across a multi-vendor ecosystem.
- Develop the long-term ITSM/SIAM strategy aligned with business objectives and digital transformation.
- Establish and chair executive-level governance boards (e.g., Change, Service Review) to manage vendor performance and risk.
Process Execution & Transformation
- Lead complex, large-scale ITSM transformation programs from design to adoption.
- Define and mature all key ITIL processes (Incident, Problem, Change, Configuration, SLM , etc.) for multi-provider landscapes.
- Drive Organizational Change Management (OCM) to ensure process adoption across internal and vendor teams.
- Ensure ITSM tooling (e.g., ServiceNow) is optimized and integrated to support the defined processes.
Performance & Improvement
- Define, negotiate, and govern key SLAs, OLAs, and KPIs for all service providers.
- Lead strategic Continual Service Improvement (CSI) initiatives, focusing on service quality, efficiency, and cost reduction.
- Act as the ultimate escalation point for cross-tower/cross-vendor process conflicts and service integration challenges.
Desired Experience
- Minimum 15 years of progressive experience in IT Service Management and IT Consulting.
- Deep, demonstrable experience in designing and implementing SIAM models in complex, global environments.
- Proven track record of leading large-scale, complex transformation programs end-to-end.
- Expert ability to engage and influence C-level and senior stakeholders .
- Strong working knowledge of ITSM/ESM platforms (e.g., ServiceNow, BMC) capabilities and integrations.
Certifications
- Mandatory: ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL) (or ITIL v3 Expert).
- Highly Desirable:
- SIAM Professional or SIAM Foundation .
- Project Management Professional (PMP ).
- COBIT or Lean/Six Sigma certification.
Services you might be interested in
Improve Your Resume Today
Boost your chances with professional resume services!
Get expert-reviewed, ATS-optimized resumes tailored for your experience level. Start your journey now.
