Adapture · 1 day ago
Senior Information Technology Service Management Consultant
Atlanta, GA
Contract
Onsite
Senior Level, Lead/Staff
$65/hr - $100/hr
10+ years expAdapture is seeking a Senior IT Service Management (ITSM) Consultant to lead the design and operationalization of a service management transformation for a large, distributed retail organization. The role involves advising executive stakeholders, assessing operational gaps, and defining processes required to evolve the service management function.
EmploymentHuman ResourcesRecruitingStaffing Agency
Responsibilities
Act as the senior ITSM/ESM advisor to leadership
Conduct a full operational assessment of the current service model
Identify gaps in process, governance, documentation, metrics, and service delivery structure
Define a multi‑phase roadmap aligned to organizational maturity goals
Architect core ITSM processes including: Incident Management, Request Fulfillment, Knowledge Management, Service Catalog & Intake, Major Incident & Problem Management, SLAs, OLAs, and performance reporting
Build process documentation, workflows, RACI models, procedures, and measurement frameworks
Design a scalable intake and routing model (“one front door”)
Define roles, responsibilities, and staffing models for future-state service delivery
Develop governance for vendor relationships, contractors, and service providers
Introduce proactive service concepts (monitoring, event management, repeat-incident analysis)
Serve as the primary SME guiding phase-by-phase implementation
Partner with leadership and cross-functional teams to ensure adoption and operationalization
Support tool alignment and optimization (without being a deep tool technician)
Qualification
Required
10–15+ years in IT Service Management, Service Delivery, or IT Operations
Proven experience designing ITSM processes from the ground up (not just managing or following them) in high volume/user environments
Experience leading or heavily contributing to service desk modernization or ESM transformations
Strong working knowledge of ITIL (v3 or v4); certification preferred
Experience in at least one of the following environments: Retail, Quick-service restaurants (QSR), Convenience stores, Hospitality, Big-box or multi-unit operations, Logistics/distributed operations
Ability to translate operational challenges into structured, measurable processes
Strong analytical mindset; comfortable with metrics, SLAs, repeat-incident analysis
Excellent communication and executive-facing presence
Comfortable advising senior leaders and influencing cross-functional teams
Preferred
Understanding of modern monitoring/event management concepts (Dynatrace/AppDynamics/etc.) is a plus, not a requirement
Experience with proactive operations models (NOC/OCC)
Familiarity with ServiceNow or similar ITSM platforms
Background in multi-phase organizational transformations
Company
Adapture
Remaining at the forefront of emerging technology is challenging.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase