Senior Manager - Service Design & Optimization Consultant (ITIL)

Office in India: Hyderabad,

Service Delivery Management

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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