Lead ITSM Functional Consultant

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

Job Title: Lead ITSM Functional Consultant

Location: Bangalore / Kochi (Onsite and Hybrid)

Experience: 10+ Years in IT Service Management, ITSM Platform Consulting, Business Process Transformation and Enterprise Service Delivery

Role Summary

We are seeking a highly experienced and customer-focused Lead ITSM Functional Consultant to lead the functional consulting practice for our Salesforce ITSM Platform initiatives. The ideal candidate will possess deep expertise in implementing and supporting leading ITSM platforms such as ServiceNow, Freshworks, Jira Service Management, BMC Helix or similar solutions, with a strong passion for driving ITSM transformation on the Salesforce ecosystem.

This role serves as the critical bridge between business stakeholders and delivery teams, translating business needs into actionable platform capabilities and measurable business outcomes. The individual will be responsible for building and nurturing a high-performing team of ITSM Functional Consultants and Business Analysts while helping customers define and execute long-term ITSM evolution strategies.

Key Responsibilities

Customer Engagement & Advisory

• Serve as the primary functional advisor for multiple customers throughout their ITSM transformation journey.
• Conduct discovery workshops, stakeholder interviews and requirements gathering sessions with customer leadership teams.
• Establish trusted relationships with business leaders, IT executives, service owners and operational stakeholders.
• Understand customer business objectives and translate them into practical ITSM platform solutions.
• Provide strategic guidance on ITSM process maturity, service excellence, and platform optimization.

Functional Consulting & Solution Design

• Lead functional design discussions across Incident Management, Request Management, Change Management, Problem Management, Asset Management, Knowledge Management, Service Catalog, CMDB and related ITSM capabilities.
• Create and maintain functional specifications, user stories, process maps, business requirements documents, and solution blueprints.
• Collaborate with architects and delivery teams to ensure business requirements are accurately translated into platform configurations and workflows.
• Drive best-practice adoption utilizing ITIL-aligned service management processes.

Salesforce ITSM Transformation

• Act as a champion for Salesforce-based ITSM solutions and service operations platforms.
• Utilize prior ITSM platform implementation experience to accelerate customer adoption of Salesforce ITSM capabilities.
• Define platform roadmaps and transformation strategies aligned to customer business goals.
• Identify opportunities to modernize legacy ITSM processes and technologies using Salesforce ecosystem capabilities.

Outcome Realization & Demonstrations

• Ensure business requirements are translated into measurable customer outcomes.
• Review configured solutions and validate alignment with customer expectations.
• Conduct executive-level solution demonstrations and outcome showcases for senior customer stakeholders.
• Present implementation progress, value realization and improvement recommendations to leadership teams.
• Drive customer sign-offs and ensure solution acceptance.

Automation & Agentic AI Enablement

• Identify automation opportunities that improve service delivery efficiency and user experience.
• Assess business processes for workflow automation, orchestration, self-service, and AI-driven enhancements.
• Explore and recommend Agentic AI use cases across:
  • Service Desk Operations
  • Incident Resolution
  • Knowledge Management
  • Employee Support Services
  • Service Request Fulfillment
  • Change Risk Assessment
  • Intelligent Routing and Escalations
• Collaborate with AI, Automation, and Platform teams to implement innovative solutions.

Continuous Improvement & ITSM Governance

• Define and drive continuous service improvement initiatives.
• Monitor platform adoption and recommend enhancements based on business feedback and operational metrics.
• Facilitate governance forums and service review meetings with customers.
• Build long-term improvement roadmaps aligned with customer transformation objectives.
• Support organizational change management and adoption activities.

Leadership & Capability Building

• Build and lead a strong ITSM Functional Consulting practice.
• Mentor and coach Functional Consultants, Business Analysts and junior team members.
• Establish standards, templates, methodologies and reusable assets for ITSM engagements.
• Create learning paths and certification plans for Functional Consultants.
• Drive functional excellence and foster a culture of continuous learning.
• Support recruitment, onboarding, and development of ITSM consulting talent.

Cross-Functional Collaboration

• Work closely with:
  • Product Owners
  • Business Analysts
  • Architects
  • Delivery Managers
  • Developers
  • QA Teams
  • Customer Success Teams
• Ensure alignment between business objectives, solution design and delivery execution.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Systems, or related discipline.
• 10+ years of experience in ITSM consulting, implementation, or service management transformation programs.
• Hands-on experience implementing or supporting enterprise ITSM platforms such as:
  • ServiceNow
  • Freshservice/Freshworks
  • Jira Service Management
  • BMC Helix
  • Ivanti
  • Cherwell
  • ManageEngine
  • Similar ITSM solutions
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience leading customer workshops and stakeholder engagement sessions.
• Strong business analysis and requirements management expertise.
• Excellent presentation, communication, and executive stakeholder management skills.
• Experience leading global teams and managing customer expectations in enterprise environments.

Preferred Qualifications

• Salesforce ecosystem knowledge or experience with Salesforce Service Cloud.
• ITIL Foundation / Intermediate / Managing Professional certifications.
• Salesforce Certifications (preferred or willingness to obtain).
• Experience with Digital Transformation and Enterprise Service Management initiatives.
• Knowledge of Agile, Scrum, and SAFe methodologies.
• Exposure to AI, Generative AI, Agentic AI, and Automation technologies.

Key Competencies

Functional Excellence

• ITSM Process Consulting
• Requirements Engineering
• Service Design
• Business Process Transformation
• Enterprise Service Management

Leadership

• Team Building
• Coaching & Mentoring
• Stakeholder Management
• Strategic Thinking
• Influencing Skills

Customer Success

• Executive Communication
• Workshop Facilitation
• Solution Demonstrations
• Value Realization
• Customer Relationship Management

Innovation

• Automation Discovery
• AI & Agentic Opportunity Identification
• Continuous Improvement
• Service Optimization

Success Measures

The successful candidate will be measured on:

• Customer satisfaction and stakeholder feedback.
• Successful implementation and adoption of Salesforce ITSM capabilities.
• Growth and maturity of the ITSM Functional Consulting practice.
• Number and impact of automation and AI-driven improvements delivered.
• Quality of requirements and solution outcomes.
• Consultant and Business Analyst capability development.
• Contribution to long-term customer transformation and service improvement objectives.

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.