Global ITSM Consultant

Primary Responsibilities:

* Lead ITSM initiatives by defining, governing and evolving service management processes to ensure a high-quality and customer-centric ITSM function.

* Provide functional leadership and guidance to teams across BusTech, enabling consistent adoption of ITSM practices and standards.

* Promote a culture of ownership, collaboration and continuous improvement through process excellence and knowledge sharing.

* Drive alignment and coordination across support teams to ensure effective end-to-end service delivery.

* Define and evolve the ITSM operating model aligned to industry best practices (e.g. ITIL®) and business priorities, ensuring an appropriate and pragmatic maturity roadmap agreed with key stakeholders.

* Establish and continuously enhance the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.

* Develop and deliver clear, actionable reporting and dashboards to provide visibility on service performance, compliance and improvement opportunities.

* Ensure ITSM capabilities are aligned with business needs, including security principles and evolving operational requirements.

* Drive continuous improvement initiatives across the ITSM landscape, identifying opportunities and leading their successful implementation.

* Design and deliver ITSM training and awareness programmes across BusTech, in collaboration with HR, to ensure consistent understanding of roles, responsibilities and best practices.

* Contribute to operational planning, including budget inputs and cost optimisation initiatives where relevant.

* *Build strong cross-functional relationships across technology and business teams to promote collaboration and a customer-first mindset.

* Champion the adoption of automation and efficiency improvements, ensuring the right balance between simplification, scalability and operational resilience