Senior / Principal Consultant - Service Management

Job Summary

Required Qualifications

• •Proven track record within the ITSM field
• •Significant experience working in consultancy environments
• •Recognised Service Management practitioner
• •Capability to apply ITSM principles to solve complex client challenges across a wide variety of environments
• •Previous consultancy experience in a similar role
• •Experience delivering for Defence Sector, i.e. DE&S and Defence Digital
• •Experience delivering in Central Government, i.e. Home Office, HMRC and DEFRA
• •ITIL 4/5 qualified
• •Demonstrable experience working within an ITSM environment using the ITIL framework
• •Experience designing, implementing and improving ITSM processes, policies and governance
• •Experience producing Service Design Packages, service wrappers, operating procedures and service documentation
• •Demonstrable experience of involvement in Service Management governance
• •Strong understanding of core ITIL practices including Incident Management, Problem Management, Change Enablement, Service Request Management and Continual Improvement
• •Demonstrate an understanding of SIAM and multi-supplier service environments
• •Experience working in complex environments to identify, analyse and solve Service Management challenges
• •Ability to translate business and operational requirements into practical Service Management solutions
• •Flexibility and agility, with the ability to deal with complexity and ambiguity
• •Strong verbal and written communication capabilities with experience engaging stakeholders at all levels
• •Strong relationship management skills with clients, suppliers, colleagues and users in pursuit of delivering high quality services
• •Ability to facilitate workshops, gather requirements and develop service artefacts and recommendations
• •Ability to work under pressure and demonstrate resilience to ensure solutions are delivered effectively with full understanding of costs, timescales and risks
• •Ability to resolve issues quickly and efficiently
• •National Security Vetting (NSV) security clearance
• •Must be able, and willing, to achieve NSV security clearance
• •Must be within an easily commutable distance of the Bristol office
• •Must be able to co-locate at client locations, which are typically 50 miles of Bristol or along the M4/M5 corridor
• •Must be able to work flexibly and wherever this work requires

Desired Qualifications

• •High level of IT competence with aptitude for learning new technologies and processes with a focus on ITSM tooling
• •Knowledge of ITIL Service Transition and Service Design
• •Knowledge of ITIL Continual Service Improvement lifecycle
• •Experience within a SIAM environment
• •Experience developing Service Design Packages and Operational Readiness documentation
• •Experience of service mobilisation, service transition and live service support
• •Experience with ServiceNow, Jira Service Management, Remedy or equivalent ITSM tooling
• •Ideally, already hold NSV to a high or very high standard