Senior Consultant – Service Management

About the role

The Senior Consultant – Service Management will lead and enhance IT Service Management practices across Elm's Technology division. The role ensures services deliver measurable value, meet performance expectations, and operate reliably in line with Elm’s policies and objectives.

Key responsibilities

• Develop and enhance service management frameworks, standards, and lifecycle approaches.
• Define, maintain, and monitor service level agreements and performance measures.
• Establish KPIs, produce dashboards, and provide insights for operational decisions.
• Create and execute service improvement plans, coordinating with technology teams.
• Support problem management, root‑cause analysis, and preventive actions.
• Align business requirements with technology services, translating expectations into measurable targets.
• Implement governance mechanisms to ensure consistent service management practices.
• Provide subject‑matter expertise, promote best practices, and share knowledge across the organization.

Required profile

• Proven experience leading IT Service Management initiatives in a technology environment.
• Strong ability to work with business and technology stakeholders to define and monitor service performance.