Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
Assess organizational maturity and current state across ITSM practices, tooling, data (including CMDB), and operating model.
Build trusted relationships with stakeholders by providing clear, outcome-focused guidance grounded in ITIL.
Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
Design and improve ITSM practices such as Incident, Request, Problem, Change Enablement, Knowledge, Service Catalog, Service Level, and Continual Improvement.
Define measurable outcomes and KPIs (e.g., MTTR, SLA attainment, cost-to-serve, backlog health, deflection, CSAT/NPS, change success rate) and establish baselines/targets.
Map requirements to platform capabilities and recommend pragmatic solution approaches.
Guide or contribute to configuration and delivery for workflows, request/catalog design, portals, SLAs, routing, knowledge, reporting/analytics, and integrations.
Contribute to data and CMDB/asset strategy and quality practices to ensure reliable service insights and automation.
Support pre-sales efforts by contributing to solution scoping, workshop design, effort estimation, and proposals.
Partner with sales and delivery teams to shape solutions that are viable, scalable, and valuable.
Help articulate solution value by aligning business outcomes to platform capabilities and delivery approach.
Act as solution owner throughout delivery, ensuring continuity between design intent and execution.
Partner closely with Technical Consultants and Project Managers to enable smooth handoffs and successful outcomes.
Identify opportunities for optimization, expansion, and follow-on work with existing customers.
Contribute to internal playbooks, accelerators, and solutioning standards for ITSM delivery.
Mentor consultants and support the development of ITSM solutioning best practices across the team.

Requirements

5+ years in ITSM delivery, service transformation, or solution consulting; proven workstream leadership or ownership of large, complex engagements and executive-level influence.
Strong ITIL knowledge and the ability to apply it pragmatically to service design and operating models (ITIL v3 or v4 certification).
Experience with at least one major ITSM platform: ServiceNow, Jira Service Management (JSM), and/or BMC.
Excellent communication, facilitation, and stakeholder engagement skills (including workshop leadership).
Ability to connect technology decisions to business outcomes and measurable service improvements.
Experience creating solution designs, roadmaps, blueprints, and supporting delivery-ready documentation.

Benefits

Competitive compensation and performance-based bonus
Comprehensive health insurance
401(k) with company match
Generous paid time off (PTO) – 4 weeks per year, plus public holidays
Flexible remote work policy (North America-based)
A multicultural and international team environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM deliveryservice transformationsolution consultingservice designoperating modelssolution designsroadmapsblueprintsconfiguration and deliverydata quality practices

Soft Skills

communicationfacilitationstakeholder engagementworkshop leadershipmentoringrelationship buildingoutcome-focused guidanceoptimizationexecutive-level influencecollaboration

Certifications

ITIL v3 certificationITIL v4 certification