Principal IT Service Management Consultant – Subject Matter Expert
7 days ago
The IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 20000, SIAM, Agile, DevOps) and breadth in applying them to drive measurable business results. The Consultant acts as a trusted advisor, thought leader, and implementation specialist across multiple sectors.
KEY RESPONSIBILITIES
· Lead and manage ITSM-driven transformation and improvement projects for Pink Elephant clients.
· Conduct process maturity and capability assessments using frameworks such as ITIL, COBIT, ISO/IEC 20000, and CMMI.
· Design strategic roadmaps and implementation programmes aligned to client objectives and Pink Elephant's consulting methodologies.
· Facilitate executive and operational workshops, enabling clients to define and execute their service management strategies.
· Advise clients on governance, service design, automation, and experience management (XLAs).
· Support pre-sales activities, proposal development, and client solution design in collaboration with Sales and Technology teams.
· Contribute to Pink Elephant's thought leadership through content creation, webinars, and participation in industry events.
· Actively support the Pink Elephant corporate strategy, promoting collaboration across divisions and maintaining high-quality delivery standards.
· Ensure client satisfaction, delivery excellence, and achievement of agreed project KPIs and utilisation targets.
PROFESSIONAL / TECHNICAL EXPERTISE
Essential
o Graduate qualification or equivalent industry experience.
o ITIL 4 Managing Professional (or ITIL Expert v3 equivalent).
o 5–8 years' experience in ITSM consulting, advisory, or transformation roles.
o Proven record of leading ITSM process improvement or implementation projects.
o Strong knowledge of ITIL, COBIT, ISO/IEC 20000, SIAM, Agile, and DevOps.
o Excellent facilitation, presentation, and communication skills.
o Full clean driving licence and own transport.
o Willingness to travel across South Africa and the African continent.
Desirable
o Certifications in PRINCE2, AgilePM, PMP, COBIT 5, ISO/IEC 27001, or DevOps.
o Experience with ITSM and automation platforms (e.g. HaloITSM, Servicely AI, ServiceNow, Freshservice).
o Experience contributing to industry forums, conferences, or publications.
KEY IMPACT AREAS
· Delivery excellence and client satisfaction.
· Quality of consulting outputs and recommendations.
· Thought leadership and contribution to Pink Elephant's brand reputation.
· Growth of new and existing client relationships.
· Achievement of personal and team KPIs and utilisation targets.
WHY JOIN PINK ELEPHANT
At Pink Elephant South Africa, you'll collaborate with some of the most respected professionals in the ITSM field, working on innovative transformation programmes that shape the digital future of service management. Join us and be part of a team recognised as Leaders in Next-Gen Service Management.
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Johannesburg, Gauteng, South Africa Pink Elephant Full time R1 800 000 - R2 500 000 per yearThe IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 20000, SIAM,...
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