Summary: The ITSM Consultant role involves leading the implementation of IT Service Management processes within a Not-for-Profit Company. The consultant will act as a subject matter expert, focusing on strategic direction, governance, and service delivery improvements. This position requires collaboration with various stakeholders to enhance service quality and ensure alignment with service level agreements. The role is critical for managing expectations and advocating for business needs within IT Service Delivery.

Key Responsibilities:

• Act as the primary liaison between external stakeholders/suppliers and IT Service Delivery.
• Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
• Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
• Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
• Serve as a change advocate, supporting organizational change management and user adoption efforts.
• Act as the main point of contact for business escalations.

Key Skills:

• ITIL certification.
• SIAM Solution Experience.
• Proven background in IT Service Management with a strong focus on service delivery.
• Passionate about enhancing service quality and delivering an exceptional end-user experience.
• Strong leadership and people management skills.
• Excellent relationship management and communication abilities (written and verbal).
• Experience collaborating with third parties and managing outsourced service providers.
• Strong understanding of how business and IT changes impact operations.
• Flexible, with a willingness to work outside of regular business hours to support global teams.

Salary (Rate): £550

City: City of London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT