ITSM Practice Lead, Consulting Engagement

Requirements

Engagement
Overview

Senior IT Service Management (ITSM) consultant from a systems integrator
to assess, structure, and mature our ITSM practice. This is not a staff
augmentation role. We need a practitioner who has built and fixed ITSM programs
before, with deep hands-on ServiceNow (SNOW) expertise, and can operate with
minimal direction at a senior level.

Engagement
Scope

• Conduct a rapid
  current-state assessment of ITSM processes: Incident, Problem, Change,
  Request and Knowledge Management
  
• Identify gaps in
  process, tooling, governance and adoption
  
• Deliver a prioritized
  roadmap with clear milestones and measurable outcomes
  
• Lead the configuration
  and optimization of ServiceNow workflows aligned to the target operating
  model
  
• Define KPIs, SLA
  structures and reporting frameworks that give leadership real visibility
  
• Establish process
  ownership standards and hand off a sustainable operational model to internal teams
  
• Work directly with the
  VP of Digital & Technology and key stakeholders across IT
  

What We Expect
from the Consultant

• 10+ years in ITSM, with
  at least 5 years in a consulting or SI delivery capacity
  
• Senior Manager or
  Director-level profile: able to advise, challenge and drive, not just
  execute tasks
  
• Proven ServiceNow
  expertise: ITSM module configuration, CMDB, service catalog, reporting and
  integrations
  
• ITIL v4 certification
  required; ServiceNow certifications (CSA, ITSM) strongly preferred
  
• Experience standing up
  ITSM programs at large enterprises, not just maintaining existing ones
  
• Strong communication
  skills: able to present findings and recommendations to VP and C-suite
  stakeholders
  
• Comfortable working in
  an environment where the structure does not yet exist
  

Benefits

What’s
in it for you:

At
Nexgentek we prioritize your well-being and professional
growth. Here's what you can expect:

• Achieve
  a healthy work-life balance.
  
• Competitive
  compensation and abundant growth opportunities.
  
• Enjoy
  a standard 5-day workweek with 2 fixed weekly
  offs.
  
• Experience
  an employee-centric environment with supportive
  policies.
  
• Benefit
  from family-friendly and flexible work
  arrangements.
  
• Access
  our Performance Advancement and Career Enhancement (PACE)
  initiative and discover opportunities for both personal and
  professional growth. From tailored career development plans to
  expert counseling services, PACE empowers you to chart your
  course to success with confidence and clarity.
  Elevate
  your career trajectory with our Learning & Development
  (L&D) program. Join our team and embark on a
  transformative journey of upskilling and self-discovery. With
  continuous learning as your compass, you'll not only
  enhance your expertise but also open doors to new
  opportunities, paving the way for career growth and
  fulfillment.
  
  

Please
note : At Nexgentek, we value the importance of collaboration,
learning, and fostering connections with clients, peers,
leaders, and communities. While some in-person engagement
may be required for certain roles, we are committed to providing
flexibility to accommodate your individual work-life balance
needs.

As
an equal opportunities employer, Nexgentek welcomes and
encourages applications from all members of society. We are
dedicated to creating an inclusive environment where diversity
is celebrated, and individuals are valued for their unique
perspectives and contributions. We do not discriminate on the
basis of race, religion or belief, ethnicity, disability, age,
citizenship, marital or civil partnership status, sexual
orientation, or gender identity.