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Senior ITSM Consultant
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Job description
We are seeking an experienced Senior ITSM Consultant to support an international IT transformation program focused on improving IT service availability, observability, and operational maturity.
The consultant will play a key role in aligning ITSM processes, defining roadmaps, and guiding the implementation of modern operational models such as 24/7 IT Digital Operations Centers and end-to-end observability frameworks.
This role is ideal for a professional with strong ITIL, IT operations, and DevOps/SRE background who can combine strategic thinking with hands-on execution and stakeholder facilitation.
#LI-Remote
#LI-MC3
Your responsibilities
• Coordinating timelines, milestones, and interdependencies across multiple availability-related projects
• Developing a roadmap to achieve and maintain 99.9% service availability
• Providing technical and process advisory within areas such as ITSM, Observability, IT Operations, and ITSCM
• Supporting the definition and implementation of ITIL-based processes (Incident, Problem, Change, Configuration, Event)
• Advising on ITSM platform selection, configuration, and migration strategy
• Contributing to the design and rollout of a 24/7 IT Digital Operations Centre (IT DOC) and integrating observability tools
• Facilitating workshops to define target states, roadmaps, and progress reports aligned with leadership expectations
• Defining roles, responsibilities, and escalation paths for critical incident and crisis management
• Collaborating with Enterprise Architecture on non-functional requirements (NFRs) and infrastructure standards
• Promoting alignment between ITIL processes and Agile/Cloud environments (DevSecOps / SRE integration)
Our requirements
To succeed at this job, you must have:
• Strong background in IT Operations, Service Management, or IT Transformation, ideally in senior or advisory roles
• Proven expertise in the ITIL framework and ITSM process design
• Hands-on experience with observability, monitoring, or AIOps tools (on-prem and cloud)
• Strong understanding of DevOps/SRE principles and their integration with ITSM
• Experience in leading workshops and aligning senior stakeholders on transformation goals
• Excellent analytical, coordination, and communication skills
• Fluent English (spoken and written)
• Knowledge of ITSCM, Crisis Management, and Disaster Recovery planning is an advantage
• Proficiency with MS Word, PowerPoint, Jira, and LeanIX for documentation and reporting
Benefits
• Internal Mobility Program - enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
• Referral Program - enjoy cooperation with your colleagues and get a bonus
• 5/10 Years NATEK Club - we offer long-term cooperation and celebrate each fifthyear cooperation anniversary with gifts
• NATEK CSR Events & team buildings - enjoy our values: accountability, partnership and expertise and #workITwithus
• Cafeteria
• Medical Healthcare
• Multisport Club Card
• Technical and Personal training
• Language courses
Additionally only for CoW:
• Life insurance
• Bonuses for Personal Events
• Day off for volunteering
Meet NATEK talents
And check our social media:
In NATEK you will have a chance to share your passions with other coworkers: Oksana and Wojtek made some kilometers for our #ActivityForCharity challenge.
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