Consultant - IT Service Management - London, UK

Role – Principal Consultant

Technology – IT Service Management (ITSM)

Location – London, United Kingdom

Compensation – Competitive (including bonus)

Your role

As a Principal Consultant, you are an expert at contributing to different phases of the consulting lifecycle. You will define the problem, propose and refine the solution, and play an important role in the development, configuration and deployment of the overall solution. You will guide teams on project processes, deliverables and contribute to proposal development, client training and internal capability-building, and help detail the project scope. You will have the opportunity to shape value‑adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

Responsibilities

• Own and govern IT Service Management (ITSM) processes in alignment with ITIL best practices, including Incident, Problem, Change, Request, Knowledge, Service Asset & Configuration Management (CMDB).
• Define, maintain, and enforce service management policies, procedures, RACI matrices, and operating models.
• Ensure adherence to agreed Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Chair and manage governance forums such as Change Advisory Board (CAB) and Service Review meetings.
• Lead Major Incident Management (MIM), including stakeholder communication, coordination across teams, and post‑incident reviews.
• Ensure Change Management governance is followed, minimizing service disruption and managing change risks effectively.
• Define and track Service Improvement Plans (SIPs) to enhance service quality, efficiency and customer satisfaction.
• Ensure effective use of ITSM tools (e.g., ServiceNow) for service tracking, reporting and automation.
• Maintain accurate service data, CMDB integrity and knowledge repositories.
• Provide leadership and management for a team of resources, including mentoring, coaching and capability development.

Preferred

• Good understanding of ITIL processes such as Incident, Major Incident, Change & Problem Management.
• Ability to lead and manage a team of functional resources.
• Experience in stakeholder engagement & vendor management.
• Good to have ITIL and Project Management certification.

Personal Traits

• High analytical skills.
• High degree of initiative and flexibility.
• High customer orientation.
• High quality awareness.
• Excellent verbal and written communication skills.

Equal Opportunity Statement

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.