Senior ITIL / Service Management Consultant – Contract

eMonkGlobal; Bengaluru; On-site; INR 2,000,000 - 4,200,000; Part time

Job summary

eMonkGlobal is seeking a Senior ITIL / Service Management Consultant to lead ITSM process transformation for an enterprise-wide ServiceNow deployment covering ITSM, ITAM, ITOM, and App Engine.

The ideal candidate will drive ITIL 4 best practices, process standardization, automation, AI-enabled operations, and governance aligned with regulatory requirements. You will manage governance, migration, and stakeholder relationships across partners and internal teams.

Qualifications

• 10+ years of ITSM / Service Management transformation experience.
• 5+ years of ITSM platform implementation or transformation experience.
• Strong practical knowledge of ITIL 4 and ServiceNow ITSM capabilities.
• Proven experience in ITSM platform migration.
• Strong stakeholder, vendor, and implementation-partner management skills.

Responsibilities

• Define ITSM operating models, governance frameworks, and ITIL 4 process standards.
• Lead process design for Incident, Major Incident, Problem, Change, Service Request, Service Catalog, Knowledge, SLA, CMDB, and Release Management.
• Drive ServiceNow implementation, process transformation, and legacy platform migration.
• Integrate ITSM, ITAM, CMDB, and ITOM, including Discovery, Service Mapping, and Event Management.
• Promote out-of-the-box ServiceNow capabilities while minimizing unnecessary customization.
• Identify opportunities for automation, self-service, AI/GenAI, and agentic capabilities.
• Establish IT asset lifecycle management, CMDB governance, SOPs, audit readiness, and continuous improvement.

Skills

ITIL 4

ServiceNow ITSM

ITSM Transformation

Stakeholder Mgmt

Tools

Discovery

Event Management

Job description

10 Years

Part-Time

About the Role

We are seeking an experienced Senior ITIL / Service Management Consultant to lead ITSM process transformation for an enterprise-wide ServiceNow implementation covering ITSM, ITAM, ITOM, and App Engine.

The ideal candidate will drive ITIL 4 best practices, process standardization, automation, AI-enabled operations, and governance aligned with pharmaceutical regulatory requirements.

Key Responsibilities

• Define ITSM operating models, governance frameworks, and ITIL 4 process standards.
• Lead process design for Incident, Major Incident, Problem, Change, Service Request, Service Catalog, Knowledge, SLA, CMDB, and Release Management.
• Drive ServiceNow implementation, process transformation, and legacy platform migration.
• Integrate ITSM, ITAM, CMDB, and ITOM, including Discovery, Service Mapping, and Event Management.
• Promote out-of-the-box ServiceNow capabilities while minimizing unnecessary customization.
• Identify opportunities for automation, self-service, AI/GenAI, and agentic capabilities.
• Establish IT asset lifecycle management, CMDB governance, SOPs, audit readiness, and continuous improvement.

Required Experience & Skills

10+ years of ITSM / Service Management transformation experience.

5+ years of ITSM platform implementation or transformation experience.

Strong practical knowledge of ITIL 4 and ServiceNow ITSM capabilities.

Proven experience in ITSM platform migration.

Strong stakeholder, vendor, and implementation-partner management skills.

Preferred: ServiceNow CSA, ITSM Implementation Specialist, ITIL 4 Managing Professional, and experience in ITAM, CMDB, ITOM, pharma, life sciences, healthcare, or regulated environments.

Ideal Candidate

We are looking for a Service Management transformation expert—not just a ServiceNow configurator—who can challenge existing processes, establish ITIL best practices, and deliver a scalable, automated, and AI-enabled operating model.