Senior Service Management Consultant

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
 
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
 
From prototype to real-world impact - be part of a global shift by doing work that matters.

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

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

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.