A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis.
The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation.
They will be responsible for aspects of the overall delivery. Undertakes both internal and client facing consultancy work including Information Technology (IT) service and governance reviews, trend analysis, health checks and Service Improvement Programmes (SIP’s).
Assists with benchmarking, Total Cost of Ownership (TCO) and compliance reviews. Also assists with service audits as part of the bid and transition process. Acts as a key contributor in a more complex or critical customer environment. This may be as a stand-alone project, during a bid or as part of an IT outsourcing transition or transformation. Assistance with ITIL service strategy advice and service design solutions to address service issues to both prospects and customers. Oversees specific work or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon. Assists with ensuring that any related service integration for services by multiple service towers and providers has been completed. Understands the design and costing of service models. Supports and delivers to the standard transition project model. Provides service management expertise including training, mentoring & staff augmentation. Builds customer relationships by delivering above client expectations on assigned deliverables, proactively identifying add on work and assisting in identifying cross sales leads.
What you bring:
7 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMC’s IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details; Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members; Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members; DESIRED: Specialty in ITIL Service Strategy and/or Service Design; Prince 2 certified (desirable); ITIL Process design experience ITSM knowledge ITIL certification or training Six Sigma and/or Agile/Scrum Experience of cost management for specific projects or work areas; Operational management/service delivery experience (customer and/or outsourcing environment); Experience of working to budgets/forecasting;
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