Senior Manager - Service Design & Optimization Consultant (ITIL)

Epam Systems; Hyderabad, Chennai District, Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Epam Systems seeks a Senior Manager to lead Service Design & Optimization within ITSM, driving scalable operating models and continual improvement across portfolios.

You will partner with clients and teams to design governance, tooling, and reporting, while mentoring consultants and guiding pre-sales activities. A Master’s or MBA is preferred, with ITIL v4 Foundation certification.

Qualifications

• 12–16 years of experience in ITSM, Design or Operations in consulting or enterprise environments.
• Expertise in ITIL practices like Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement.
• Background in analytics, translating operational data into improvement roadmaps.
• Working understanding of Agile, DevOps, and SRE alongside cloud/hybrid delivery models.

Responsibilities

• Design target-state ITSM operating models, including processes, roles, governance, tooling, and reporting.
• Define and oversee service catalogs, models, and support frameworks with clear ownership and accountability.
• Drive continual service improvement programs with tangible outcomes in experience, stability, and cost efficiency.
• Identify systemic issues using service insights and implement impactful improvement initiatives.
• Govern service KPIs, SLAs, OLAs, and SLOs aligned to business and contractual expectations.
• Lead governance forums to review performance and risks.
• Advise clients and delivery leadership as ITIL/ITSM SME, fostering operational excellence.
• Conduct workshops and assessments to baseline capabilities and develop roadmaps.
• Mentor and develop consultants while promoting best practices across accounts.
• Support pre-sales by contributing to ITSM design and optimization proposals.

Skills

ITSM

ITIL

Leadership

Stakeholder mgmt

Analytics

Agile

DevOps

SRE

Education

Master's in IT/CS

MBA

Tools

ServiceNow

BMC Helix

Remedy

Jira Service Management

Job description

We are seeking a Senior Manager - Service Design & Optimization Consultant (ITIL) to lead and evolve IT Service Management (ITSM) practices.

This key role partners with clients and internal teams to design scalable operating models, drive service improvements, and ensure ITSM excellence across strategic portfolios.

Responsibilities

• Design target-state ITSM operating models, including processes, roles, governance, tooling, and reporting
• Define and oversee service catalogs, models, and support frameworks with clear ownership and accountability
• Drive continual service improvement programs, ensuring tangible outcomes in experience, stability, and cost efficiency
• Identify systemic issues using service insights and implement impactful improvement initiatives
• Govern service KPIs, SLAs, OLAs, SLOs aligned to business and contractual expectations
• Lead internal and client-facing service governance forums to review performance and risks
• Advise clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence
• Conduct workshops and assessments to baseline capabilities and develop future-state roadmaps
• Mentor and develop consultants while promoting best practices and standards across accounts
• Support pre-sales by contributing to ITSM design, transition strategies, and optimization proposals

Requirements

• 12–16 years of experience in IT Service Management, Service Design, or Operations in consulting or enterprise environments
• Expertise in ITIL practices like Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement
• Background in analytics, translating operational data into improvement roadmaps
• Working understanding of Agile, DevOps, and SRE methodologies, alongside cloud/hybrid delivery models
• Proficiency in facilitating executive communication and simplifying complex service landscapes
• Proven leadership in delivery excellence and fostering a culture of continuous improvement
• Qualification in Engineering, Computer Science, or related fields, with a preference for Master’s degree/MBA
• ITIL v4 Foundation certification with preference for Managing Professional/Strategic Leader credentials
• Showcase of service optimization across multi-region or enterprise-scale portfolios
• Competency in ITSM platforms like ServiceNow, BMC Helix/Remedy, or Jira Service Management
• Demonstrated ability to influence senior stakeholders and drive adoption in global matrixed settings