Senior Service Management Consultant

Job Description

The Senior Service Management Consultant is responsible for enabling service efficiency

and process optimization across client environments. This includes improving and integrating

service management practices, leading discovery and transition initiatives, managing

ServiceNow implementations, and supporting transformation activities.

The role balances working both in the processes (day-to-day operations and governance) and

on the processes (design, improvement, and automation).

It involves close consultancy engagement with stakeholders to ensure scalable, lean, and

value-driven ITSM practices.

Key Responsibilities and Activities

Responsible for designing, implementing, and continuously improving ITSM processes

Lead discovery assessments to identify improvement areas, inefficiencies, and

operational risks

Support service transitions, ensuring new services are effectively integrated into live

operations

Implement ITSM practices within ServiceNow by configuring and aligning modules such

as Incident, Problem, Change, Request, Asset Management, CMDB, Service Catalog,

and Major Incident Management to ensure the platform supports service quality,

operational efficiency, and compliance.

Deliver tailored training programs to promote process understanding and adoption

across disciplines

Conduct reviews and audits on different practices to assess maturity and identify

opportunities for standardization, improvement and automation using Lean / Agile

techniques

Define, monitor KPIs / SLA performance and implement action plans based on findings

together with relevant stakeholders

Qualifications

Required Qualifications

Bachelor’s degree in IT, Business, or a related field

ITIL 4 Foundation certification (Advanced certifications preferred)

Certifications in Agile, Lean Six Sigma, Power BI or ServiceNow Implementation

Specialist are desirable

7+ years of experience in ITSM consulting, transformation, or enterprise service

operations

Hands-on experience with ServiceNow process implementation across multiple

modules

Fluent in English (written and verbal), with excellent communication and client facing

skills

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves :

• Finance : Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development : Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities : Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance : Hybrid work and flexible working hours, employee assistance programme;
• Health : Global internal wellbeing programme, access to wellbeing apps;
• Community : Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.