Summary: The role of Service Management Consultant involves leading the design and implementation of ITIL v4-aligned processes for a critical government data programme. The consultant will be responsible for shaping a new operating model that enhances service maturity and integration with Home Office Enterprise Services. This position requires collaboration with various teams to ensure effective service management practices are established and maintained. The role encompasses both implementation and migration aspects of service management frameworks.

Key Responsibilities:

• Design and implement new service management capabilities including Service Level Management, Service Catalogue Management, Service Configuration Management, IT Asset Management, Service Continuity Management, and Monitoring & Event Management.
• Build scalable, governed processes that support programme-wide operations.
• Collaborate with multiple product and service teams to define service dependencies.
• Ensure repeatability and maturity in line with ITIL v4 and Home Office operational models.
• Lead hands-on migration of core practices such as Incident Management, Problem Management, Change Enablement, Service Desk, and Request Fulfilment.
• Plan and facilitate detailed workshops with Civil Servants to explain impacts of process migration and secure stakeholder buy-in.
• Work closely with technical and non-technical teams to ensure a smooth transition from Jira to ServiceNow.
• Contribute to a broader Service Management Architecture enabling end-to-end operational support.

Key Skills:

• ITIL v4 Expert certification (essential).
• Strong track record building new processes from scratch in complex environments.
• Experience working with ServiceNow or similar tooling.
• Familiarity with governance, scalability, and enterprise service integration.
• Excellent facilitation and stakeholder communication skills.
• Hands-on migration of service practices to ServiceNow, with Jira to SN migration experience preferred.
• Deep stakeholder engagement skills with Civil Service or public sector experience preferred.
• Background in consulting or advisory capacity, driving change in structured environments.
• Ability to communicate technical transformations in plain English to a broad audience.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT