ITSM / ITIL Governance Consultant – Mid-Level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Establish the structure for Process Owners and Process Managers while executing the ITSM governance strategy.

• Propel the advancement of Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge processes.

• Oversee KPIs, SLAs, and OLAs, providing updates and identifying variances to senior leadership and management.

• Coordinate internal teams, vendors, and partners to implement action plans and digital transformation efforts.

• Foster continuous process enhancement and ensure alignment between IT and business objectives.

⛳️ Requirements

• Proven experience in IT Service Management (ITSM) within extensive corporate settings.

• In-depth understanding of ITIL processes (Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, Service Level, and Knowledge), focusing on an end-to-end process approach.

• Experience in designing, evaluating the maturity of, and perpetually improving ITSM processes.

• Familiarity with metrics-driven management (KPIs, SLAs, and OLAs).

• Experience in managing vendor and partner governance.

• Knowledge of COBIT, auditing practices, and compliance standards.

• Experience with ITSM tools (ServiceNow, SMAX, Jira Service Management, Remedy) is preferred.

• Advanced ITIL 4 certifications (Managing Professional / Strategic Leader) or COBIT certification are preferred.

• Experience in the electric power sector or in highly regulated environments is preferred.

• Demonstrated success in organizational transformation initiatives and developing governance frameworks from the ground up is preferred.

🏝️ Benefits

• 12-month contract/engagement

• Remote work