Senior Consultant - ITSM

We at Inbox Business Technologies, are seeking a Senior Consultant - ITSM with expertise in ISO/IEC 20000 implementation and ITIL framework. The ideal candidate should have 6 to 8 years of proven experience in IT Service Management, including end-to-end implementation of ISO 20000 ITSM, process optimization, audit readiness, and capability maturity assessments. The candidate will lead client engagements, guide junior consultants, and provide strategic advice to improve service delivery and operational excellence.

Job Description:

• Lead the implementation, assessment, and auditing of ISO 20000-based IT Service Management Systems (ITSMS).
• Design, implement, and maintain ITSM frameworks aligned with ITIL standards.
• Conduct service maturity assessments, gap analyses, and process improvements.
• Develop and refine ITSM policies, procedures, and service management processes (e.g., Incident, Problem, Change, Release, and Service Level Management etc.).
• Guide organizations in optimizing IT operations, improving service quality, and ensuring regulatory compliance.
• Provide support for ISO 20000 certification audits, including documentation preparation and addressing non-conformities.
• Assist in the selection and implementation of ITSM tools (e.g., ServiceNow, Jira, BMC Remedy, Managed Engine, etc.).
• Provide training and awareness programs to clients on ITSM best practices.
  
  
  

• Master's or Bachelor's degree in Information Technology, Computer Science, or IT-related field.
• ITIL Expert/Managing Professional, ISO 20000 Lead Implementer / Lead Auditor.
• 6-8 years of experience in ITSM consulting or related roles.
• In-depth knowledge of ITIL, ISO 20000, and other relevant frameworks/regulations.
• Practical experience in ISO 20000 implementation.
• Familiarity with other IT standards/frameworks such as ISO 27001, COBIT, and NIST, NCA, SAMA would be an added advantage.
• Excellent analytical, problem-solving, and decision-making skills.
• Proven ability to manage multiple projects and clients simultaneously.
• Experience in conducting internal and external audits related to ITSM would be an added advantage.
• Strong stakeholder engagement, report writing, and project management skills.