Senior Information Technology Service Management Consultant

Summary: The ITSM Consultant role involves leading the design, development, and implementation of ITSM processes to support the organization's transformation journey. This position is crucial for establishing a scalable ITSM framework that aligns with business objectives and IT best practices. The consultant will analyze current operations, collaborate with stakeholders, and ensure compliance with ITIL standards. The role requires a deep understanding of ITIL and experience with ITSM platforms.

Key Responsibilities:

• Analyse current IT operations and identify gaps and opportunities for ITSM process implementation.
• Design, document, and implement ITSM processes including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, and Configuration Management.
• Collaborate with stakeholders across departments to ensure process alignment with business needs.
• Define KPIs and metrics for ITSM processes and set up reporting dashboards.
• Configure and customize ITSM tools/platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy).
• Provide training, guidance, and documentation for internal teams.
• Ensure alignment with ITIL or other relevant frameworks and industry standards.

Key Skills:

• Deep understanding of ITIL framework and ITSM best practices.
• Demonstrated experience building ITSM processes from scratch.
• Experience with ITSM platforms such as ServiceNow, Freshservice, or similar.
• Excellent stakeholder management and communication skills.
• ITIL certification (v3 or v4) strongly preferred.

Salary (Rate): 550

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT