ITSM Consultant

Tech for People Unlocks the Future

At Devoteam, we believe that technology, combined with strong human values, can actively drive change for the better. Discover how Tech for People is shaping the future, creating a positive impact on individuals and the world around us.
With over 25 years of passion for technology and a presence in 18+ countries across EMEA and beyond, we are committed to leveraging innovation, expertise, and human-centric values to make a difference.

Devoteam Culture & Values:
True innovation is born from a powerful culture, fused with meaningful values.

Culture:

Fair and courageous
Everyone is treated fairly – this fuels bravery. At Devoteam, we always make fair decisions. We listen and are willing to be challenged, taking courageous decisions as a result. We help our employees to progress at every step and congratulate those who deserve it.

Ambition and results
Ambition is nurtured at every step – this drives results. We are ambitious entrepreneurs with a taste for performance, growth and celebrating success. Commitments are always kept as we seek to achieve profitable growth to create value and employment. We aim to bring as much value as possible to our clients, at every touchpoint.

Learning and innovating
Curiosity and learning are at our core – this stimulates innovation. At Devoteam, we are curious. We learn and embrace innovation constantly to meet challenges and build partnerships of excellence.

Caring and sharing
A caring attitude is infused into our culture – this encourages sharing. We believe in the power of teams, we promote support and collaboration.
At Devoteam, we care about our teams and want to work in a positive, productive environment. We support the development of talent and careers, 

Values:

1. Respect
2. Frankness
3. Passion

Knowing that success is the result of collaboration. Alone, we go faster, but together, we go further.

To know more about us, please visit: www.devoteam.com
 

The ITSM Consultant is responsible for advising, designing, and implementing IT Service Management processes and solutions in alignment with ITIL best practices. This role focuses on process improvement, service delivery optimization, and ensuring IT services support business objectives. The consultant will work closely with clients, stakeholders, and IT teams to assess current practices, define requirements, and implement effective ITSM frameworks and tools.

Key Responsibilities

• Assess client IT service management maturity, identify gaps, and recommend improvements.
• Design and implement ITSM processes (Incident, Problem, Change, Request Fulfillment, Service Catalog, CMDB, etc.).
• Facilitate workshops with stakeholders to capture business requirements and translate them into ITSM solutions.
• Align ITSM initiatives with ITIL/IT4IT frameworks and industry best practices.
• Support tool implementation projects by providing process expertise and guidance to technical teams.
• Conduct service assessments and define KPIs/SLAs to measure IT service performance.
• Develop documentation, process maps, and operating procedures for ITSM practices.
• Provide training, knowledge transfer, and coaching to client teams to ensure adoption of ITSM practices.
• Act as a trusted advisor to clients on ITSM strategy, governance, and continuous improvement.

• Strong knowledge of ITIL best practices and ITSM frameworks.
• Experience in designing and implementing ITSM processes (beyond just tool configuration).
• Ability to bridge business and technical teams, translating business needs into ITSM solutions.
• Strong communication, facilitation, and stakeholder management skills.
• Experience with ITSM tools (ServiceNow, BMC Remedy, Cherwell, etc.) 
• Analytical skills to assess service delivery gaps and define measurable improvements
• Relevant certifications: ITIL v4 Foundation or higher (Managing Professional, Strategic Leader preferred).
• Consulting experience in ITSM/Service Delivery Management is a plus.

Business Unit: Strategy & Transformation 

Level: Mid Level