Job Title

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.