Senior Manager - Service Design & Optimization Consultant (ITIL)
EPAM Systems
This key role partners with clients and internal teams to design scalable operating models, drive service improvements, and ensure ITSM excellence across strategic portfolios.
Responsibilities
- Design target-state ITSM operating models, including processes, roles, governance, tooling, and reporting
- Define and oversee service catalogs, models, and support frameworks with clear ownership and accountability
- Drive continual service improvement programs, ensuring tangible outcomes in experience, stability, and cost efficiency
- Identify systemic issues using service insights and implement impactful improvement initiatives
- Govern service KPIs, SLAs, OLAs, SLOs aligned to business and contractual expectations
- Lead internal and client-facing service governance forums to review performance and risks
- Advise clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence
- Conduct workshops and assessments to baseline capabilities and develop future-state roadmaps
- Mentor and develop consultants while promoting best practices and standards across accounts
- Support pre-sales by contributing to ITSM design, transition strategies, and optimization proposals
- 12–16 years of experience in IT Service Management, Service Design, or Operations in consulting or enterprise environments
- Expertise in ITIL practices like Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement
- Background in analytics, translating operational data into improvement roadmaps
- Working understanding of Agile, DevOps, and SRE methodologies, alongside cloud/hybrid delivery models
- Proficiency in facilitating executive communication and simplifying complex service landscapes
- Proven leadership in delivery excellence and fostering a culture of continuous improvement
- Qualification in Engineering, Computer Science, or related fields, with a preference for Master’s degree/MBA
- ITIL v4 Foundation certification with preference for Managing Professional/Strategic Leader credentials
- Showcase of service optimization across multi-region or enterprise-scale portfolios
- Competency in ITSM platforms like ServiceNow, BMC Helix/Remedy, or Jira Service Management
- Demonstrated ability to influence senior stakeholders and drive adoption in global matrixed settings