Consultant Technical Lead - IT Service Management Platforms

Job description

Role Summary

We are seeking an experienced Lead - IT Service Management Platforms to provide technical and functional leadership for enterprise ITSM platforms, with primary focus on OpenText SMAX, ITSM process governance and service management transformation initiatives. The role combines platform ownership, solution architecture, ITIL process excellence, stakeholder management and team leadership across large-scale enterprise environments.

Key Responsibilities

• Lead strategy, architecture, configuration and continuous improvement of OpenText SMAX and related ITSM platforms.
• Define and govern Incident, Problem, Change, Request, SLA, Knowledge and CMDB processes.
• Design workflows, business rules, forms, service catalogs, approval processes and automations.
• Lead REST API integrations with IAM, CMDB, DWH, Azure Automation and enterprise platforms.
• Drive release management, deployment governance and platform upgrades.
• Collaborate with architects, security, audit and infrastructure teams.
• Manage technical backlog, technical debt and platform roadmap.
• Provide technical leadership, mentoring and operational oversight.