Senior ITSM Consultant

DXC Technologyis a global professional services company whose mission is to lead the digital transformation of our clients by advising and guiding them in the application of technology to obtain the best resultsandincrease the competitiveness of their companies. With more than 130000 professionals and expert technologists collaborating in more than 70 countries together with an exceptional network of partners we offer advanced IT services and solutions.

In Spainwe are one of the main leaders in the IT market. We have nearly 8000 professionals distributed in thirteen locations with centers of excellence in cutting-edge technologies such as Cloud Business Intelligence AIor Automation amongmanyothers serving more than 200 customers from all industries in the public and private sectors. We work with leading companies in the country that trust us to guidetheir digital transformation.

We develop active policies of diversity and inclusion of people withdisabilitiesand we are proud to have a representation of approximately 49% of female professionals.

At DXC Spain we are looking for aSenior ITSM Consultantto join our great team of AdvisoryX.

We are hiring a Senior ITSM Consultant to join AdvisoryX IT Strategy & Transformation. You will own and lead clientfacing ITSM consulting engagements acting as the primary advisor for service management strategy and execution. Your mission is to design implement and improve the endtoend ITSM operating model and ways of working delivering measurable outcomes in cost risk and service experience.

Requirements:

• Education: Bachelors in Engineering/Computer Science or similar. MBA / Master in IT Management is nice to have.
• Technical background: handson exposure to service operations (e.g. ITO/NOC/SOC/Workplace/Platforms/Networks) and solid understanding of architectures and integrations.
• Delivery background: prior experience as IT Services/Operations Manager and/or Programme/Project Manager in large or multiclient environments in addition to consulting.
• Experience: 10 years across ITSM operations and consulting; 5 leading complex transformations.
• Frameworks: ITIL 4. IT4IT exposure is a plus.
• Tooling: practical experience with ITSM/ESM platforms (e.g. ServiceNow/JSM/BMC) CMDB/Discovery observability/AIOps and runbook/RPA automation.
• Languages: professional Spanish and English (is a must)

Nice to have (certifications & knowledge beyond core ITSM)

• Certifications: ISO 20000 ISO 27001 Internal Auditor PMP/PRINCE2 DevOps or SRE Foundation ServiceNow CSA/ITSM.
• Experience in multitower/multivendor Transition & Transformation (T&T) vendor governance (RFI/RFP due diligence) and hybrid operations in AWS/Azure/GCP.
• Continuous improvement (e.g. Six Sigma Green Belt) and agile practices (e.g. PSM I).

What were specifically looking for from your background

- Essential

• Endtoend IT lifecycle exposure (designbuildtestdeployrun) to redesign and integrate Incident Problem Change Release Request/Catalog Knowledge and CMDB across the value stream.
• Real accountability in IT services: prior ownership in IT department/project/service management (not purely advisory) ideally acting as IT Services/Operations Manager and/or Programme/Project Manager.
• Cost/budget control and commercial governance (contracts SLAs/OLAs) to support ROI/TCO and supplier management.
• Multisourcing governance with customers suppliers and manufacturers: RFI/RFP due diligence service models and vendor coordination.
• Process design and improvement operating model and IT governance definition with clear standards RACI and adoption.
• Experience in complex multinational/matrix environments coordinating multitower providers and on/offshore teams.
• Team leadership (internal/external onshore/offshore) and stakeholder facilitation for decision forums and adoption.
• Executive/business interaction acting as a bridge between business compliance and IT to align with regulatory frameworks.
• Technology evaluation with a bias to automation/AI to enable AIOps/observability and L1/L2 automation.

- Nice to have

• Regular presales/consulting experience (proposals tenders RFI/RFP) on both customer and supplier sides.
• Corporate stakeholder management at scale to accelerate governance and adoption.
• Manufacturer/vendor benchmarking and investment decision support for tooling selection and business cases.

Tasks:

You will lead client engagements from discovery to adoption: run assessments define scope and success criteria shape the transformation roadmap and steer delivery. Typical work includes operating model definition for ITSM process (re)design and standardisation (Incident Problem Change Request/Catalog & SLM Knowledge CMDB/Configuration) tooling evaluations and migrations (e.g. to ServiceNow) data and CMDB governance observability/AIOps enablement automation of L1/L2 through runbooks/RPA and knowledge management. You will facilitate decision forums with stakeholders (IT Operations Architecture Security FinOps) and ensure compliance with service governance and audit requirements. When needed you will take command of Major Incident governance and drive postmortems and CSI initiatives.

Key responsibilities:

• Own client ITSM consulting engagements endtoend: discovery scope roadmap delivery governance and adoption.
• Design the target ITSM model (policies RACI process standards templates) and guide implementation.
• Lead process/tool transformations and platform migrations with a valuedriven approach.
• Establish and track operational metrics (SLA/OLA availability MTTR/MTBF FCR) and drive automation.
• Govern CMDB/service mapping data quality and change traceability; enable riskbased change.
• Coordinate with Delivery Architecture Security and FinOps across multitower/multivendor environments.
• Mentor consultants and client teams; contribute reusable methods and artefacts.
• Support presales with scopes estimates and value cases (ROI/TCO) when required.

What will you find at DXC

• Professional development.

• Leading projects in market reference clients.

• Excellent work environment.

• Flexibility and work-life balance.

• Work with leading technologies within the IT sector.

• Access to DXC University with unlimited certifications.

• Social and responsible commitment.

• Stable employment.

• Social benefits.