Consultant - Itil Process And Service Management - Johannesburg Sa

Infosys; Johannesburg; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player is seeking a Consultant to enhance service delivery and support consulting teams through various project phases. This role involves managing customer relationships, overseeing regional operations, and ensuring alignment with global strategies. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and the ability to innovate service quality. Join a dynamic environment that fosters continuous learning and empowers you to drive impactful solutions in a rapidly evolving digital landscape.

Qualifications

• Strong knowledge of ITIL concepts and service management processes.
• Experience in conducting monthly service reviews with business stakeholders.
• Ability to design solutions for complex client scenarios.

Responsibilities

• Manage day-to-day service delivery and incident resolution.
• Oversee regional operations and service introductions.
• Coordinate critical incident activities for the region.

Skills

ITIL Concepts

Project Management

Change Management

Business Analysis

Data Analysis Skills

Networking

Communication Skills

Customer Relationship Management

Analytical Skills

Flexibility and Initiative

Tools

Visio

Job description

Technology ITIL Process and Service Management

Location: Johannesburg

Business Unit: CISRCL

Compensation: Competitive (including bonus)

Job Description

Today, the corporate landscape is dynamic, and the future is full of possibilities! At Infosys, our success is driven by an amazing culture where ideas flourish and employees are empowered to advance their careers.

We ensure your career never stands still. We inspire you to build what's next, and together, we navigate further. Our journey is rooted in learnability, values, and trusted client relationships, upheld by our people.

Your Role

As a Consultant, you will support the consulting team through various project phases, including problem definition, effort estimation, design, deployment, and participating in unit-level and organizational initiatives. Your goal is to deliver high-quality, value-adding consulting solutions aligned with Infosys policies and client needs.

You will be responsible for ensuring strong alignment between regional business requirements and global strategy, managing customer and stakeholder relationships, and coordinating regional services.

Key responsibilities include:

• Managing day-to-day service delivery, including incident and user request resolution, and regional monitoring activities.
• Overseeing regional operations.
• Capturing regional demand for planning and prioritization.
• Coordinating service introductions with global/offshore teams to ensure alignment with strategic programs.
• Guiding regional teams for smooth operations.
• Innovating and improving service quality with onsite and offshore teams.
• Participating in regional Change Advisory Board (CAB) meetings and coordinating change activities.
• Handling critical and major incident coordination activities for the region.

Required Skills and Qualifications

• Functional process knowledge in at least one functional area, with the ability to document customer processes, identify gaps, and map to-be processes.
• In-depth industry/domain knowledge, including principles, competitor landscape, and best practices.
• Basic understanding of package/product architecture.
• Ability to design solutions for slightly complex client scenarios, defining requirements and obtaining client approval.
• Strong knowledge of ITIL concepts and service management processes, including incident, problem, change, and escalation management.
• Experience in conducting monthly service reviews with business stakeholders.
• Preferred expertise in networking.
• Ability to drive quality and innovation initiatives.
• Proven ability to work with cross-departmental teams and vendors.
• Excellent written and verbal communication skills.
• Strong business relationship management skills.

Personal Attributes

• High analytical skills.
• Initiative and flexibility.
• Customer-oriented mindset.
• High quality awareness.
• Excellent communication skills.

About Infosys

Infosys is a global leader in digital services and consulting, helping clients navigate their digital transformation across 46 countries. With over three decades of experience, we leverage AI-powered cores and agile digital solutions to enhance performance and customer satisfaction. We foster a culture of continuous learning and innovation.

We are committed to diversity and inclusion. Infosys is an equal opportunity employer.

Required Experience

Contract

Key Skills

Project Management Methodology, Project/Program Management, Change Management, Order Management System, Business Analysis, Visio, Data Management, Metadata, Management Consulting, Data Analysis Skills, Taxonomy