Adapture · 23 hours 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.
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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
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