ITSM Global Lead Consultant _Edison, NJ (Hybrid)

Hello,

Good Morning,

I'm Rahul from Floga Technologies. We are a growing IT services organization delivering scalable technology solutions, and we are expanding our team with qualified talent.

We have an immediate opening for a ITSM Global Lead Consultant with strong hands-on experience to support a long-term engagement with our client. Must collaborate effectively with cross-functional teams to deliver high-quality solutions.

Role: ITSM Global Lead Consultant

Edison, NJ (Hybrid)

Duration: Contract

Overview

We are seeking an experienced IT Service Management (ITSM) Consultant/Contractor to lead the development and execution of a unified, enterprise-wide ITSM strategy that supports consistent, scalable, and high-quality service delivery across a growing global organization.

As a key strategic partner, this person will serve as the central point of leadership for ITSM governance, process standardization, operational excellence, and continuous service improvement across multiple regions. The ideal candidate will have a proven track record of transforming global support organizations, implementing ITIL best practices, and driving large-scale ServiceNow initiatives.

This role will be responsible for designing, launching, and optimizing a follow-the-sun Global Service Desk operating model across teams in India, Poland, and Columbia, ensuring alignment of processes, performance metrics, and service outcomes. The contractor will work closely with IT leadership, business stakeholders, and regional support teams to establish a seamless, customer-focused support experience that supports the organization's international growth strategy.

In addition, this position will lead the strategic evolution and optimization of the organization's ServiceNow platform, with a primary focus on Incident Management, Request Management, service automation, operational reporting, and data-driven decision-making to improve efficiency, visibility, and end-user satisfaction. The contractor will partner closely with the ServiceNow Platform Team to plan and deliver new platform enhancements, identify opportunities for process and technology improvements, support change adoption initiatives, and develop end-user training and communication strategies to ensure successful implementation of new capabilities and process changes across the organization.

The successful candidate will provide both strategic leadership and hands-on execution, serving as a trusted advisor to IT and business stakeholders while driving ITSM maturity and operational excellence. This role will work closely with the Global Head of Support & ITSM and other senior leaders to achieve key transformation objectives and deliver measurable business value.

Key Responsibilities

Global ITSM Strategy & Governance

Define and govern a global ITSM framework spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.

Establish enterprise-wide standards, controls, and policies to ensure consistency and scalability across regions.

Own ITSM maturity roadmap, driving standardization, adoption, and measurable improvement.

Implement and enforce SLAs, OLAs, and KPIs to ensure accountability and service quality.

ServiceNow Platform Leadership