BSE Consultant - Senior

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BSE Consultant 
 

Opportunity:

In recent years, technology has disrupted and transformed government entities and multinational corporations, reshaping their operations and elevating their focus on elite Customer Experience (CX) and Employee User Experience (EUX). As a business consulting professional, you play a pivotal role in helping our MENA clients unlock the full potential of their technology investments—driving strategy, accelerating growth, and enabling business excellence.

As part of a high-performing Business & Service Excellence team, you’ll deliver exceptional client service, providing strategic advice on how technology enablement, digital transformation, and enterprise intelligence contribute to performance improvement. Your expertise will extend beyond technology transformation enablement to include business excellence initiatives, optimizing processes, enhancing operational efficiencies, and embedding continuous improvement frameworks while having a good background in Professional Business Process Analysis specific to tools like BMC Remedy, Ivante, ServiceNow and the likes.

By leveraging technology as a force multiplier during major program transformations, you will guide organizations in aligning their IT landscape with business excellence principles—ensuring sustainable value creation, operational agility, and industry-leading service delivery. Whether it's refining governance models, streamlining enterprise workflows, or embedding data-driven decision-making, your role will be instrumental in shaping future-ready organizations poised for success.

Job Responsibilities:

The BSE Consultant is primarily responsible for designing, building, implementing, and executing one or more Service Excellence processes and provide process and technology governance consulting.

• Responsible for consulting engagements of Business Consulting service offerings in the field of Service Management and Business Excellence - assemble information to determine, document and agree customer requirements, conducting AS-IS assessments in line with applicable standards and frameworks, conducting Gap Analysis and producing recommendations
• Responsible for managing end-to-end proposal development, crafting compelling value propositions, and leading client orals to drive business growth and secure strategic engagements.
• Analyze client's business and user needs, priorities, document requirements, and make recommendations to Client Senior Leadership on how to apply best practices and methodologies to address priorities, policies, procedures, technical problems, and bottlenecks.
• Apply excellence framework principles (ISOs, EFQM, IT CMF, ITIL etc) to streamline business processes and optimize operational efficiencies. Ensure services are performed within established service levels and Key Performance Indicators (KPIs)
• Define, develop, and implement policies, processes, and procedures aligned to standards, and frameworks
• Develop templates, guidelines, and other job aids to use the implemented policies, processes, and procedures
• Assess and formulate tool requirements to execute the processes and ensure all the processes are institutionalized within the client environment
• Conduct periodic compliance audits / assessments against defined processes and various quality models such as Malcolm Baldrige, EFQM, IT CMF, ITIL, COBIT, ISO 20000, ISO 22301, ISO 27000, and various other emerging business excellence frameworks
• Report, ensure, and facilitate closure of all non-conformities by driving corrective actions within client environment. 
• Develop Metrics/KPIs and collect data related to the processes deployed and drive analysis and improvements based on recommendations
• Contribute to internal best practices, processes, and methodology documentations
• Provide support functionally on the development, implementation, and deployment of service management tools. 
• Apply Service Process Management best-practices and methodologies in the development and implementation of IT Services

Educational Qualifications:

• Bachelor’s degree – Business Administration/Management/Information Technology, Engineering, or a related field (Mandatory) | Master’s degree (MBA/MSc) in Business Strategy, Digital Transformation, Technology Management, or Operations (Desired)
• Mandatory Certifications – 
• ITIL®4 Foundation (Mandatory)
• Desired Certifications – 
• ISO 20000, IAITAM
• Lean Six Sigma (Green/Black Belt), TOGAF, EFQM, Baldrige Excellence Framework
• Project & Program Management: PMP, PRINCE2, SAFe Agile, Scrum Master
• Data Analytics: Power BI, Tableau 

Skills & Experience:

• At least 3-5 years related IT experience
• Effective communication, influencing, facilitation and documentation skills
• Personal Attributes/Interpersonal Skills,
• Strategic planning skills to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified. 
• Experience writing business and technical documentation and contributing to proposals
• Ability to present ideas clearly and concisely
• Experience in one or more of the following areas:
• Process Excellence, Business Excellence
• Service Management, Operations Management
• Business Excellence
• IT Governance, Information Security
• Service Delivery Management
• Experience on ServiceNow and other ITSM tools
• Experience on Visio, PowerPoint, Excel etc.

Behavioural Skills:

• Strong communication skills with ability to interact with management level
• Open to explore all domains in Business Consulting
• Ability to work under pressure and prioritize with minimal supervision
• Multi-tasking skills
• Team player with ability to work with cross functional teams

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