Job Description
Overview
We are looking for an experienced IT professional with strong, hands-on experience implementing ITIL processes across multiple projects. This role goes beyond ITIL certification or operational support. You will lead the actual design, build, rollout, and adoption of ITIL-aligned processes, working closely with business, IT, and delivery teams to ensure successful implementation and measurable outcomes.
This role requires proven experience delivering ITIL process implementations in real project environments.
Key Responsibilities
Lead end-to-end implementation of ITIL processes such as Incident, Problem, Change, Request, and Knowledge Management
Drive ITIL-related projects from design through rollout and stabilization
Define process models, workflows, roles, and governance structures
Translate ITIL practices into practical, usable operating models
Coordinate with system delivery, infrastructure, application, and support teams during implementation
Configure and align ITSM tools to support implemented ITIL processes
Lead change adoption, training, and process enablement activities
Measure post-implementation performance and drive continuous improvement
Ensure implementations are aligned with service delivery, SLA, and governance requirements
Required Qualifications
Minimum of 5 years of hands-on experience implementing ITIL processes in a medium to large IT environment
Proven track record delivering ITIL-related projects, not just operating within existing processes
Strong practical knowledge of ITIL practices; ITIL 4 certification preferred but not sufficient on its own
Experience implementing workflows and processes within ITSM tools such as ServiceNow, Freshservice, Jira Service Management, or similar
Experience working on system implementations, service transitions, or operational readiness projects
Strong stakeholder management, documentation, and delivery skills
Education
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field is required
Preferred Qualifications
Project or delivery management certification (PMP, PRINCE2, Agile, or similar)
Experience leading multiple ITIL implementations across different services or business units
Exposure to DevOps, SRE, or service transition frameworks
Experience working with vendors or system integrators
