Vodafone Business Service Management Sr. Specialist

## Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact. ## Role Purpose ITSM Senior Consultant role Purpose is to provide expert advisory services on IT Service Management (ITSM) best practices and deliver end-to-end technical configurations of ITSM tools. This role bridges the gap between ITIL-aligned processes and technical implementation, ensuring customers achieve streamlined service delivery, automated workflows, and robust service governance. ## Job Profile • Process Consulting: Assess client ITSM maturity, lead discovery workshops, and design ITIL-aligned processes (Incident, Change, Problem, Request,etc..). • Tool Configuration: Lead the technical setup, workflow automation, and UI customization of ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management. • Solution Architecture: Design ITSM data models, CMDB structures, and integration logic with external monitoring and ERP tools. • Customer Management: Translate complex technical configurations into business value for executive sponsors and C-level stakeholders. • Project Management:Support the delivery manager in planning, effort estimation, and identifying technical risks during the implementation lifecycle. • Risk Management: Proactively identify and mitigate risks related to data migration and system availability during tool transitions. • Compliance & Auditing: Ensure that all configured ITSM workflows align with relevant regulations, industry standards, and internal audit requirements. ## Compenetcies and Qualifications • 5 to 8 years of experience in ITSM consulting or ITSM tool implementation roles. • Tool Expertise: Deep hands-on experience in configuring and administering industry-leading platforms like Micro Focus, IBM Maximo, etc.. • ITIL Mastery: Strong functional knowledge of the ITIL framework (v4, V5 preferred) and its application in diverse customer environments. • Technical Skills: Experience with API integrations (REST/SOAP), JavaScript for tool customization, and CMDB discovery techniques. • Consulting Skills: Proven ability in workshop facilitation, requirements elicitation, and producing high-quality process documentation. • Communication: Excellent command of Arabic and English with strong presentation skills for technical and executive audiences Must have technical / professional qualifications: • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. • Certifications: ITIL 4 /Managing Professional and at least one tool-specific certification. • Portfolio: Demonstrated history of successful ITSM tool migrations and process design projects. • Data Handling: Strong SQL skills and familiarity with ETL processes for migrating legacy service data. ## Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity. ## Who we are We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same. Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance. Together we can.