ITIL Service Management Consultant

li{ font-size: 14px;} p{ font-size: 14px;} Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestones best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed. Job Overview Senior ITSM Governance & Process Management Consultant (ITIL) The Senior ITSM Governance & Process Management Consultant is responsible for providing operational leadership, governance, and continual service improvement across Incident Management, Problem Management, Change Enablement, and ITSM Governance functions. This role ensures ITIL v4 aligned practices are executed, measured, and optimized to improve service stability and business outcomes. Key Responsibilities Incident Management Leadership Serve as the primary ITIL SME for Incident Management operations. Govern incident lifecycle activities including intake, triage, prioritization, escalation, and resolution coordination. Facilitate Major Incident Management activities and stakeholder communications. Monitor SLAs, KPIs, and drive continual improvement. Problem Management Leadership Lead structured Problem Management practices. Facilitate root cause analysis and known error management. Reduce recurring incidents through permanent corrective actions. Manage problem backlog and knowledge capture. Change Enablement Governance Govern Standard, Normal, and Emergency Change processes. Facilitate CAB and Emergency CAB meetings. Review risk and impact assessments and change quality. Conduct post-implementation reviews and track success metrics. ITSM Governance & Process Maturity Develop standards, procedures, and governance frameworks. Assist in translating approved standards into enforceable policies. Define performance baselines and maturity roadmaps. Reporting, Metrics & Analytics Develop KPI dashboards and executive reporting. Provide actionable insights and recommendations based on operational data. Stakeholder & Cross-Functional Collaboration Partner with resolver groups, service owners, and business stakeholders. Facilitate workshops, governance meetings, and process reviews. Education, Certifications & Qualifications Bachelor's degree in Information Technology, Business, Engineering, or related field; equivalent experience may be considered. 8+ years of experience in IT Service Management (ITSM). 5+ years leading Incident, Problem, and Change Management processes. ITIL v4 Foundation certification required. Advanced ITIL certifications (Managing Professional, Strategic Leader, Practice Manager, Master, or equivalent) preferred. Demonstrated experience facilitating Major Incident Management, Problem Management, and Change Governance in enterprise environments. Required Skills ITIL v4 Best Practices Incident, Problem and Change Management Major Incident Management Root Cause Analysis ITSM Governance Continual Service Improvement Operational Reporting and Analytics Risk Assessment and Change Governance Process Design, Documentation, and Standardization Executive Communication and Stakeholder Management Preferred Platform Experience Experience with enterprise ITSM platforms such as BMC Helix, ServiceNow Service Management, or similar solutions. Experience configuring or optimizing Incident, Problem, Change, Knowledge, and Request Management processes within enterprise ITSM tools. Experience developing dashboards, workflow .