Senior ITSM Process Consultant | ITIL/ISO 20000 Expert

Blackapple Solutions LLC; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Blackapple Solutions Ltd in London seeks an ITSM Process Consultant with 10+ years of experience to lead ITSM implementations aligned with ITIL 2011 and ISO 20000.

You will guide delivery teams, define KPIs, conduct maturity assessments, and participate in internal audits, leveraging tools like ServiceNow and Remedy.

This permanent role offers on-site London work and opportunities to shape service management across clients including NIIT.

Qualifications

• Experience implementing ITSM processes per ITIL 2011.
• Capable of end-to-end ITSM implementation.
• Define process KPI’s and metrics to monitor and manage process performance.
• Capable of conducting process maturity assessments/gap analysis per ITIL/ISO 20000.
• Align IT service management processes to customer needs and industry best practices.
• Participate in internal audits.
• Aware of ITSM tools like BMC Remedy, ServiceNow, HP Serviced Manager.

Responsibilities

• Lead ITSM process implementations per ITIL 2011 and ISO 20000 where applicable.
• Guide delivery teams in implementing and improving service management processes.
• Define KPIs and metrics to monitor process performance.
• Conduct maturity assessments and gap analyses; prepare management reports.
• Align ITSM processes with customer needs and industry practices.
• Participate in internal audits and continuous improvement initiatives.

Skills

ITSM process implementation

ITIL knowledge

End-to-end ITSM

KPIs & metrics

Maturity assessments

Customer alignment

Internal audits

ITSM tools familiarity

Communication & presentation

10+ years ITSM experience

Education

ITIL Intermediate (SO/ST/SD)

ISO 20000 Implementer/Practitioner

Tools

BMC Remedy

ServiceNow

HP Service Manager

Job description

Blackapple Solutions Ltd in London seeks an ITSM Process Consultant with 10+ years of experience to lead ITSM implementations aligned with ITIL 2011 and ISO 20000.

You will guide delivery teams, define KPIs, conduct maturity assessments, and participate in internal audits, leveraging tools like ServiceNow and Remedy.

This permanent role offers on-site London work and opportunities to shape service management across clients including NIIT.