Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Senior ITSM Governance & Process Management Consultant (ITIL)

The Senior ITSM Governance & Process Management Consultant is responsible for providing operational leadership, governance, and continual service improvement across Incident Management, Problem Management, Change Enablement, and ITSM Governance functions. This role ensures ITIL v4 aligned practices are executed, measured, and optimized to improve service stability and business outcomes.

Key Responsibilities

Incident Management Leadership
Serve as the primary ITIL SME for Incident Management operations.
Govern incident lifecycle activities including intake, triage, prioritization, escalation, and resolution coordination.
Facilitate Major Incident Management activities and stakeholder communications.
Monitor SLAs, KPIs, and drive continual improvement.

Problem Management Leadership
Lead structured Problem Management practices.
Facilitate root cause analysis and known error management.
Reduce recurring incidents through permanent corrective actions.
Manage problem backlog and knowledge capture.

Change Enablement Governance
Govern Standard, Normal, and Emergency Change processes.
Facilitate CAB and Emergency CAB meetings.
Review risk and impact assessments and change quality.
Conduct post-implementation reviews and track success metrics.

ITSM Governance & Process Maturity
Develop standards, procedures, and governance frameworks.
Assist in translating approved standards into enforceable policies.
Define performance baselines and maturity roadmaps.

Reporting, Metrics & Analytics
Develop KPI dashboards and executive reporting.
Provide actionable insights and recommendations based on operational data.

Stakeholder & Cross-Functional Collaboration
Partner with resolver groups, service owners, and business stakeholders.
Facilitate workshops, governance meetings, and process reviews.

Education, Certifications & Qualifications
Bachelor's degree in Information Technology, Business, Engineering, or related field; equivalent experience may be considered.
8+ years of experience in IT Service Management (ITSM).
5+ years leading Incident, Problem, and Change Management processes.
ITIL v4 Foundation certification required.
Advanced ITIL certifications (Managing Professional, Strategic Leader, Practice Manager, Master, or equivalent) preferred.
Demonstrated experience facilitating Major Incident Management, Problem Management, and Change Governance in enterprise environments.

Required Skills
ITIL v4 Best Practices
Incident, Problem and Change Management
Major Incident Management
Root Cause Analysis
ITSM Governance
Continual Service Improvement
Operational Reporting and Analytics
Risk Assessment and Change Governance
Process Design, Documentation, and Standardization
Executive Communication and Stakeholder Management

Preferred Platform Experience
Experience with enterprise ITSM platforms such as BMC Helix, ServiceNow Service Management, or similar solutions.
Experience configuring or optimizing Incident, Problem, Change, Knowledge, and Request Management processes within enterprise ITSM tools.
Experience developing dashboards, workflow governance, and service management analytics.

Optional Qualifications
Experience with BMC Helix ITSM administration, governance, implementation, or support.
Experience with ServiceNow implementation, administration, governance, or platform transformation projects.
Experience serving as a process owner for Incident, Problem, Change, Request, or Knowledge Management practices.
PMP, Agile, Scrum, Lean, or Six Sigma certifications.
Experience with enterprise reporting tools such as Power BI or Tableau.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.