ITSM / Process Consultant

location United Arab Emirates
location Jul 13, 2021

contract Contract

time Full time

Our client is a TELECOM company. They are now looking for a ITSM / Process Consultant to join them.


Roles & Responsibilities:

    • Lead the creation, implementation and monitoring of effective cloud service Management Frameworks based on global best practices.
    • Evolve the existing ITSM practices to cloud / Devops based agile frameworks and practices.
    • Ensure the defined policies and procedures are communicated and followed by conducting periodic awareness and review sessions
    • Plan for process maturity enhancements, assess current state and plan pragmatic improvements
    • Provide subject matter expertise to process owners and process working groups on matters related to service management system and enhancements
    • Ensure preparedness for internal/ external audits; maintain required records and evidences for successful audit results. Sustain the momentum maintaining certification status
    • Recommend/ utilize service tools landscape to drive process transformation initiatives and apply process automation 
    • Produce innovative communications and presentations, data analysis to varying level of audience from service desk analyst all the way to senior management  
    • Define process performance indices, measure the performance and produce periodic performance reports


  • ITIL/ITSM certified



·         5-10 years of progressive experience in global IT service provider and consultancy environments

·         Experience in implementing ITIL based ITSM practices preferably with Cloud service providers or Telecom providers

·         Strong collaboration skills, and an ability to interoperate effectively with both technical staff and senior management

·         Ability to quickly learn and apply new concepts and skills

·         Solid in-person and remote presentation skills

·         Proven excellence authoring and editing in a technical environment

·         Advanced Microsoft Word, Excel, PowerPoint, and Visio skills

·         Previous experience with ServiceNow or similar products is a plus



  • Visa
  • Insurance


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