IT Service Management Consultant

The Role

Owing to our continued growth and trusted reputation, we are seeking a skilled and proactive IT Service Management Consultant to join our Digital Sensitivity Review (DSR) Service Support team.

You will work with our IT Service Manager to ensure support and visibility for the technical team and day to day compliance with service management (ITIL) processes. This includes end to end processes with internal support teams and third-party suppliers. You will manage emergent problems to closure, analyse data, maintain relevant databases, provide reports, and recommend improvements.

You will be supporting the team to develop, implement, embed and manage best practice (ITIL) service management processes in SVGC IT – which allow efficient and effective IT support processes to be provided to our internal and external customers.

Digital Sensitivity Review
The Digital Sensitivity Review service is an AI innovation led data toolset and service, developed by SVGC Ltd, and being run in partnership with FCDO Services, for identifying sensitive information in digital files for redaction and archiving to The National Archives to meet the needs of the Public Records Act. DSR is already delivering to multiple Government departments, with a growth path to other government departments to become DSR-enabled.

The DSR is a unique and leading-edge technology and has been heralded across government as “…the only game in town” when it comes to the needs of effective digital data sensitivity identification and redaction.

Responsibilities

Your main responsibilities will be to:

* Manage emergent problems, issues and improvements to closure, working closely with the software engineering team and technical business consultants.

* Contribute to the development and maturity of IT service management (ITIL) processes, working with technical teams and wider SVCG colleagues to promote the value of structured support services, governance, compliance, and control.

* Receive, log, and maintain Change Requests (RFCs) for SVGC IT and third-party suppliers, supporting change evaluation under the direction of the IT Service Manager.

* Maintain and publish the Forward Schedule of Change (FSC).

* Support the IT Service Manager in the operation of the Change Advisory Board (CAB), ensuring appropriate documentation, impact assessments, and stakeholder representation are in place.

* Analyse ITSM tool data to identify recurring incidents, trends, and service weaknesses; recommend and drive incident reduction, service improvements, and Problem Management activities.

* Support Major Incident (P1) management by producing post-incident reports, timelines, service and availability impact assessments, and ensuring recommendations are tracked to completion.

* Proactively raise and manage Problem records arising from incident investigations, supporting root cause analysis to reduce incident volumes and recurring issues.

* Collaborate with the IT Service Manager and Project Managers to define support requirements, availability, and capacity, producing and maintaining Service Support Models and transition artefacts for new and changed services.

* Contribute to strategic, operational, and tactical service reporting.

* Produce ad hoc management reports from the ITSM tool as required.

The Person

Essential

Skills & Qualifications

* Currently hold Security Checked (SC) clearance or the ability to acquire SC clearance. Note that this is a ‘restricted’ role. SC clearance is in addition to Eligibility to Work in the UK.

* BSc in Computer Science, Information Technology, OR related field OR vocational experience.

* Strong understanding of ITSM frameworks and best practices: (e.g., ITIL v3/4 Foundation certification).

* Evidence of managing IT problems end-to-end through to closure including associated documentation, change control and baseline management

* Excellent analytical and problem-solving skills:
Ability to identify root causes, propose solutions, and implement improvements.

* Data analysis and reporting skills:
Ability to collect, analyse, and present data to identify trends, measure performance, and drive decision-making.

* Strong communication skills:
Both…