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SC Cleared Service Management Consultant - ITIL/Cloud/JSM
Job Description & How to Apply Below
Our client is seeking an experienced SC Cleared Service Management Consultant to support a complex Defence programme, working within a cloud-based service environment.
This is a consultancy-focused role requiring someone who can design, implement, govern and continually improve ITIL-aligned service management processes
, while working across technical teams, suppliers, cloud providers and customer stakeholders.
The successful candidate will bring strong experience from consultancy or complex multi-supplier environments, with the ability to operate independently, provide expert advice and embed effective service management practices across an operational service.
Key Responsibilities- Design, implement and continually improve ITIL-aligned service management processes.
- Provide subject matter expertise across Incident, Change, Problem, Service Request and Knowledge Management.
- Establish and maintain service management governance, processes, procedures and operational documentation.
- Drive Continual Service Improvement (CSI) initiatives, tracking actions through to completion.
- Support the transition of new and changed services into operational support.
- Work closely with cloud providers, suppliers, technical teams and customer stakeholders to ensure effective service integration and delivery.
- Facilitate service reviews, operational meetings and governance forums.
- Provide escalation and coordination support for operational incidents, service requests and changes.
- Produce service reporting, trend analysis and operational metrics.
- Develop and maintain knowledge articles, operational procedures and customer-facing documentation.
- Identify opportunities to improve service performance, operational efficiency and customer experience.
- Support consistent adoption of ITIL practices across operational teams.
- Proven experience as a Service Management Consultant/ITSM Consultant within a consultancy or complex enterprise environment.
- Strong practical experience working within an ITIL-based service management environment.
- Hands-on experience across Incident, Change, Problem, Service Request and Knowledge Management.
- Proven experience designing and improving service management processes and governance.
- Experience delivering Continual Service Improvement initiatives.
- Experience supporting cloud-hosted services.
- Experience working within multi-supplier/SIAM-style environments.
- Strong experience producing service reporting, trend analysis and performance metrics.
- Experience working with technical teams, suppliers and customer stakeholders.
- Strong written and verbal communication skills, with the ability to produce high-quality service management documentation.
- ITIL service management practices
- Jira Service Management (JSM)
- Confluence
- Remedy or equivalent ITSM tooling
- Service reporting and performance monitoring
- Process design, documentation and governance
- Cloud service environments
- Knowledge management
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