Senior - Principal Consultant, Service Management

Responsibilities

• Build our Service Management capability, team and offering across our i3works business
• Apply ITSM principles to solve complex client challenges across a wide variety of environments
• Play an integral role within the Service Management team
• Work across a broad range of client engagements ranging from the creation and optimisation of individual ITIL processes through to designing complete service operating models, service wrappers and service management frameworks
• Engage with stakeholders to understand requirements and develop practical, achievable solutions

• 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
• The suitable candidate will need National Security Vetting (NSV) security clearance. They will, preferably, already hold NSV to a high or very high standard, but must be able, and willing, to achieve it.

Hard Skills

• ITIL Framework
• Service Management Processes
• Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Continual Improvement
• Service Wrappers
• Operating Procedures
• Service Documentation

Soft Skills

• Strong Verbal Communication
• Strong Written Communication
• Relationship Management
• Workshop Facilitation
• Resilience

Certifications & Qualifications

• ITIL 4/5 Certification
• National Security Vetting (NSV)