Principal Solution Consultant - ITSM - North America

About Valiantys Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity. By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working. With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams. For more information, visit https://valiantys.com. Valiantys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Valiantys provides a barrier-free workplace and embraces all qualified applicants with varied perspectives and backgrounds. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Job Summary The Principal Solution Consultant is a senior solution consulting and methodology leader responsible for shaping complex, outcome-driven consulting engagements. This role leads complex consulting framing, executive-level discovery, outcome architecture, governance design, and practice quality for engagements that require a higher level of ambiguity management, stakeholder alignment, and advisory rigor. The Principal Solution Consultant sits above the Senior Solution Consultant role and focuses on complex or multi-domain engagements, methodology quality, and coaching across the practice. The role owns the consulting narrative and advisory quality for complex engagements, while Engagement Directors own broader executive relationships, portfolio outcomes, strategic escalation, and account-level value realization. Technical architecture, integration patterns, scalability, and detailed platform design remain owned by Technical Architects. Job Responsibilities and Scope Responsibilities Complex Consulting Framing and Executive Discovery Lead complex solution consulting engagements where business intent, operating model, value case, governance, and delivery approach need to be clarified before or during delivery. Provide executive-level discovery and advisory leadership without owning account commercials, pricing, close plans, or portfolio strategy. Shape business and operating-model architecture at the solution consulting level without owning detailed technical architecture, integrations, data flows, or platform standards. Raise the quality of solution consulting work through methodology stewardship, stage-gate discipline, artifact quality, and coaching. Lead executive-level discovery to clarify business intent, transformation constraints, value targets, operating model impacts, risks, and success measures. Translate ambiguous business problems into structured consulting narratives, decision paths, phased approaches, and measurable outcome models. Frame current-state and future-state narratives that connect people, process, technology, governance, adoption, and value realization. Guide senior stakeholders toward decision-ready recommendations while keeping the engagement grounded in feasible delivery and customer maturity. Outcome Architecture and Governance Design Define outcome architecture for complex engagements, including value hypotheses, KPI models, baseline measures, target outcomes, and benefits tracking approach. Design governance models appropriate to engagement complexity, including stage gates, decision forums, escalation paths, and executive readout cadence. Establish consulting guardrails for scope boundaries, assumptions, risk posture, adoption needs, success measures, and decision ownership. Ensure that each major phase has clear evidence, decision points, and artifacts to support alignment and accountability. ESM/ITSM Advisory Focus Advise enterprise customers on the practical application of ITIL practices across the service value system, including service desk, incident, request, problem, change enablement, service level, knowledge, request configuration, asset, alerting and continual improvement practices. Design operating models that connect IT service management teams with product, engineering, DevOps, and application development teams. Provide high-level guidance around platform governance and security/compliance constraints. Shape executive reporting and service performance management through outcome-oriented dashboards that support decisions rather than activity reporting. Advise on CMDB and configuration management strategy, including the scope and purpose of the configuration model, CI classes and relationships, data ownership, discovery and reconciliation, service mapping, data quality controls, and the level of accuracy required for incident, change, problem, risk, and impact analysis. Facilitate maturity assessments and prioritized roadmaps that sequence process, people, data, technology, governance, and adoption changes according to customer readiness, value, risk, and the ability to sustain the operating model after implementation. Identify and recommend alternative/additional tooling whenever gaps in functionality have been recorded. Assess where standardization/out-of-the-box platform capabilities can be leveraged to improve the user experience, improve scalability, and reduce technical debt/overhead Identify and relate recommendations for custom solutions or alternative/additional tooling to justification via regulatory, operational, or business requirements Methodology and Stage-Gate Advisory Apply and evolve the Solution Consulting methodology while tailoring it to client context without losing rigor or consistency. Guide teams through stage-gate advisory practices across diagnosis, design and planning, validation, activation, and scale. Review key engagement artifacts for clarity, completeness, value alignment, and readiness for customer or executive review. Identify gaps in advisory quality, governance, requirements clarity, adoption planning, or outcome measurement and help teams resolve them early. Complex Deal Advisory and Scoping Support Support complex pursuits by advising on discovery approach, advisory workshops, solution framing, scope assumptions, value case, and delivery risk. Provide consulting input to proposals and SOWs where bus