IT Service Management (ITSM) Consultant

Norconsult Telematics

Employer Active

Posted 12 hrs ago

Experience

8 - 13 Years

Job Location

Oman - Oman

Education

Bachelor of Science(Computers)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job Description & Responsibilities:

  • Develop and optimize ITSM frameworks and processes in alignment with ITIL best practices.
  • Conduct assessments and audits of ITSM processes, identifying gaps and recommending improvements.
  • Standardize and align KPIs, SLAs, and OLAs across Incident, Problem, and Change Management functions.
  • Lead process re-engineering efforts to improve service quality, reduce downtime, and enhance operational efficiency.
  • Support ITSM platform evaluation, selection, and implementation based on organizational requirements.
  • Work with cross-functional teams to ensure proper integration of ITSM processes with tools and enterprise systems.
  • Provide training, guidance, and knowledge transfer to internal teams on ITIL practices and ITSM process adoption.
  • Conduct service performance reviews and provide insights for continuous improvement.
  • Assist in establishing governance frameworks and control mechanisms for service management operations.
  • Collaborate with stakeholders to ensure alignment of ITSM efforts with organizational objectives and compliance standards.
  • Establish documentation, SOPs, workflows, and process maps to support consistent service operations.
  • Monitor and report on service performance trends, recommending corrective actions when required.

Desired Candidate Profile

Position Objectives:

  • Lead the development, enhancement, and governance of the IT Service Management framework in alignment with global ITIL standards.
  • Focusing on improving service quality by assessing and optimizing processes across Incident, Problem, and Change Management domains.
  • Review and align KPIs/SLAs to ensure measurable service performance and operational excellence.
  • Support the evaluation and selection of ITSM platforms to enhance service automation and workflow efficiency.
  • Guides stakeholders on ITSM best practices and ensures continuous improvement across service operations.

Qualifications & Experience:

  • Bachelor s degree in Computer Science, Information Technology, Engineering, or related field.
  • Experience: Minimum 8+ years in IT Service Management, IT Operations, or related consulting roles.
  • Strong knowledge of ITIL frameworks (preferably ITIL v4) and ITSM best practices.
  • Hands-on experience in Incident, Problem, and Change Management process design and improvement.
  • Experience in evaluating and implementing ITSM platforms (e.g., ServiceNow, BMC Helix, Ivanti, ManageEngine).
  • Strong analytical, process mapping, and documentation skills.
  • Ability to collaborate with technical and business teams and communicate effectively with stakeholders.
  • ITIL certification (Foundation, Intermediate, or Managing Professional) preferred.
  • Excellent command of English, with Arabic proficiency considered an added advantage.

Company Industry

  • Telecom
  • ISP

Department / Functional Area

  • IT Software

Keywords

  • IT Service Management (ITSM) Consultant

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Norconsult Telematics

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