ITSM Consultant (Energy Domain) Location: London, UK Employment Type: Inside IR35 Contract Assignment As an ITSM Consultant, this role will provide senior hands-on delivery capability across several priority IT Service Management improvements and service transition activities.
The consultant will lead the design, implementation and embedding of key capabilities across Business Continuity and Disaster Recovery (BC/DR), Knowledge Management, AI-enabled automation, Service Request Management, CMDB and ServiceNow, while also supporting the transition of FMAR and SDR into operational service.
The role will work across Service Management, Technology, programme teams and the client's supplier ecosystem to translate requirements into practical ITIL-aligned processes, tooling, governance and operational controls.
A core objective is to accelerate delivery of capabilities that require focused ownership and specialist ITSM experience, ensuring that new or improved processes are not only designed but implemented, documented, transitioned and adopted into BAU.
The consultant will have direct ownership for the implementation of the CMDB capability and the transfer of Hornbill services, processes and data into ServiceNow, providing clear plans, dependencies, governance, acceptance criteria and handover into operational ownership.
The role will also provide targeted Service Design and Transition support to FMAR and SDR to ensure service management requirements and operational readiness are built into delivery from the outset.
High Level Plan
Lead and deliver the following ITSM workstreams over the engagement, with clear milestones, documented outputs, stakeholder agreement and transition into BAU: BC/DR : Review the current Business Continuity and Disaster Recovery position across in-scope services, identify gaps in service-level recovery arrangements, roles, dependencies, testing and evidence, and develop an actionable improvement plan.
Support the definition of service recovery requirements, recovery ownership, exercise schedules and integration with Incident, Major Incident, Change and Service Continuity processes.
Knowledge Management : Design and embed a structured Knowledge Management framework within ServiceNow, including ownership, lifecycle, quality standards, review controls, taxonomy and governance.
Improve the capture and transfer of operational knowledge from programmes, suppliers and SMEs, and enable greater first-contact resolution, self-service and shift-left capability.
AI and Automation : Identify and prioritise practical AI and workflow automation opportunities across Service Management, including triage, categorisation, routing, knowledge recommendations, summarisation, repeatable communications and operational reporting.
Develop controlled use cases, success measures and governance, and work with ServiceNow technical resources to implement agreed opportunities safely and sustainably.
Service Request Management : Design and implement a formal Service Request Management capability in ServiceNow, including request models, catalogue structure, approvals, fulfilment workflows, ownership, SLAs, reporting and governance.
Work with business and technology teams to identify suitable requests for standardisation and automation and ensure the process is embedded into BAU.
CMDB Implementation : Own the end-to-end implementation of the client's CMDB capability, including scope, data model, CI classes, ownership, data standards, relationships, governance, discovery/integration requirements, population approach, reconciliation, data quality controls and operational handover.
Ensure the CMDB supports Incident, Problem, Change, Service Management reporting and future service mapping requirements.
Hornbill to ServiceNow Migration : Own the Service Management workstream for the transfer of Hornbill into ServiceNow, including discovery of existing services, records, workflows, data, knowledge, users and dependencies; definition of the target ServiceNow solution; migration and reconciliation approach; testing; cutover planning; communications; operational readiness; and controlled decommissioning of redundant Hornbill capability.
FMAR Service Design and Transition : Provide Service Management support to FMAR, ensuring service requirements, support models, roles and responsibilities, supplier interfaces, ServiceNow requirements, knowledge, monitoring, incident/problem/change processes, service reporting and operational acceptance criteria are defined and delivered before transition into BAU.
SDR Service Design and Transition : Provide equivalent Service Design and Transition support to SDR, ensuring that operational requirements and support arrangements are embedded during delivery rather than addressed at the point of go-live.
Identify risks, dependencies and readiness gaps and drive them to resolution through the appropriate programme and Service Management governance.
Process Integration and SIAM Alignment : Ensure all delivered capabilities integrate with the client's wider Incident, Major Incident, Problem, Change, Release, Service Transition and supplier management processes and support the continuing development of the client's multi-supplier SIAM operating model.
Operational Handover and Adoption : Produce the required process documentation, work instructions, RACI, training materials, controls, measures and handover packs for each workstream.
Ensure named BAU owners are identified and that solutions are demonstrably embedded before completion of the engagement.
Planning and Delivery Governance : Maintain an integrated delivery plan covering the consultant’s workstreams, with milestones, dependencies, risks, decisions and measurable outcomes.
Provide regular progress updates to Service Management leadership and escalate barriers where delivery requires programme, supplier or technology decisions.
Stakeholder Engagement and Supplier Management : Work closely with Service Management leadership, ServiceNow teams, Architecture, Security, Technology, programme delivery teams, product owners and suppliers to achieve agreement on requirements and delivery.
Chair or contribute to relevant workshops and governance forums, challenge gaps or unclear ownership, and ensure supplier dependencies are actively managed through to completion.
Reporting and Outcomes : Provide concise reporting on progress, risks, decisions, deliverables and benefits across the workstreams.
Success will be measured through tangible implementation outcomes, including an operational CMDB foundation, an agreed and executed Hornbill migration approach, an implemented Service Request capability, improved Knowledge Management controls, prioritised and delivered automation use cases, strengthened BC/DR arrangements, and demonstrable FMAR/SDR operational readiness.
Governance and Compliance : Ensure deliverables align with the client's standards, ITIL good practice, ServiceNow platform governance, security and data requirements, and the evolving SIAM operating model.
Maintain appropriate design, decision and acceptance records and ensure that new capabilities have clear ownership, controls and continual improvement routes after handover.