Information Technology Service Management Consultant

Firm Overview

Lunate is a new Abu Dhabi-based, Partner-led, independent global alternative investment manager with more than 250 employees and $110 billion of assets under management. Lunate invests across the entire private markets spectrum including buyouts, growth equity, early and late-stage venture capital, private credit, real assets, and public equities and public credit.

Lunate aims to be one of the world’s leading private markets solutions providers through SMAs and multi-asset class funds, seeking to generate best-in-class risk-adjusted returns for its clients.

Role Overview

As an ITSM Consultant, you will be responsible for designing, implementing, and continually improving IT Service Management processes aligned with ITIL best practices and ISO service management standards. You will work closely with Technology and business stakeholders to develop policies, processes, procedures, and governance controls that support efficient, compliant, and scalable Technology operations.

In addition to process design, you will configure and integrate ITSM workflows within the ITSM platform, manage CMDB and IT Asset Management activities, and drive automation initiatives using workflow automation and AI technologies. The role requires a strong blend of service management expertise, technical capability, and process improvement experience.

Key Responsibilities

ITSM Governance & Process Management

• Develop, review, and maintain ITSM policies, processes, procedures, standards, and work instructions.
• Design and implement ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, Service Level, Asset, and Configuration Management.
• Ensure ITSM processes align with organizational governance requirements and ISO service management standards.
• Identify opportunities for process optimization, standardization, and service improvement.
• Facilitate process reviews, workshops, and stakeholder consultations to drive adoption and maturity.

ITSM Tool Configuration & Integration

• Configure workflows, forms, SLAs, approval processes, notifications, and service catalogues within the ITSM platform.
• Translate business requirements into practical ITSM tool configurations.
• Support integration of ITSM processes with monitoring, identity management, asset discovery, and other enterprise systems.
• Ensure audit requirements and governance controls are embedded within ITSM workflows.
• Maintain process documentation and configuration standards for the ITSM environment.

Automation & AI

• Identify repetitive service desk and operational tasks suitable for automation.
• Implement workflow automation to improve service efficiency and reduce manual effort.
• Leverage AI technologies to automate incident categorization, request fulfilment, knowledge recommendations, and reporting activities.
• Develop automation use cases for recurring incidents, service requests, approvals, and notifications.
• Evaluate emerging AI capabilities and recommend improvements to enhance user experience and operational effectiveness.

CMDB & Asset Management

• Manage and maintain CMDB governance, standards, CI structures, attributes, and relationships.
• Ensure accuracy and completeness of configuration and asset data through regular reviews and validation activities.
• Support IT asset lifecycle management, including onboarding, tracking, maintenance, and retirement processes.
• Coordinate with technical teams to maintain asset and CMDB data quality.
• Develop reports and KPIs related to CMDB health, asset compliance, and configuration management performance.

Service Management & Continuous Improvement

• Monitor ITSM process performance and recommend improvements based on metrics and operational feedback.
• Support internal and external audits by providing process documentation and evidence.
• Define and maintain service management KPIs, dashboards, and management reporting.
• Promote ITIL best practices and service management awareness across IT teams.
• Participate in service improvement initiatives and operational governance activities.

Qualifications & Experience

• 3–5 years of experience in IT Service Management, IT Operations, or ITSM Consulting roles.
• Strong understanding of ITIL best practices and service management processes.
• Knowledge of ISO 20000, ISO 27001, and related IT governance frameworks.
• Hands-on experience configuring and administering ITSM platforms such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, or similar.
• Experience designing and documenting IT policies, processes, procedures, and operational controls.
• Experience with CMDB administration, configuration management, and IT asset management.
• Knowledge of workflow automation, scripting, orchestration tools, or low-code automation platforms.
• Understanding of AI technologies and their application within IT service management.
• Strong analytical, documentation, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills.
• ITIL Foundation certification is highly desirable.

Preferred Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline.
• ITIL Foundation certification (required), with higher ITIL certifications considered an advantage.
• ISO 20000, ISO 27001, COBIT, or related governance certifications.
• Experience implementing AI-driven service management or automation initiatives.
• Experience working within financial services, investment firms, or highly regulated environments.
• Experience supporting audit, compliance, and operational maturity initiatives.