Senior Service Management Consultant / Architect- SC Cleared - Outside IR35
Posted 3 days ago by SR2 | Socially Responsible Recruitment | Certified B Corporation™
Negotiable
Outside
Undetermined
London, England, United Kingdom
Summary: The Senior Service Management Architect / Consultant role involves leading the strategic analysis, design, and implementation of service management capabilities in a product-centric environment. The position focuses on future-state planning, team design, and incident management frameworks, requiring collaboration with stakeholders to deliver ITIL-aligned service functions. The consultant will also be responsible for building new service management capacity and ensuring alignment with modern agile operating models.
Key Responsibilities:
- Analyse current service landscape and identify future capability needs, including gaps, pain points, and opportunities for improvement.
- Own the discovery and analysis phase, producing insights, metrics, and recommendations to shape future service structures.
- Design and deliver incident management design packs and associated operational models.
- Define and stand up new service management capabilities and teams, including organisational design, roles, processes, governance, and KPIs.
- Support the development of the future Target Operating Model (TOM) through detailed planning, consultation, and iterative design.
- Lead or contribute to the implementation of new SM functions, ensuring alignment with ITIL v4 and product-centric delivery principles.
- Support stakeholder engagement and organisational change, ensuring successful handovers and team readiness (handover in September is planned).
- Collaborate with tool owners (e.g., ServiceNow) to align tooling capabilities with new service designs.
Key Skills:
- Extensive experience in service management architecture and consulting.
- Strong knowledge of ITIL v4 frameworks and principles.
- Experience in designing and implementing incident management frameworks.
- Ability to conduct strategic analysis and produce actionable insights.
- Proficiency in organisational design and team structuring.
- Experience with service management tools, particularly ServiceNow.
- Strong stakeholder engagement and change management skills.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Senior Service Management Architect / Consultant (ITIL, Strategic Capability Design)
Role Purpose: We are looking for a highly experienced Service Management Architect / Consultant to lead the strategic analysis, design, and implementation of service management capabilities within a product-centric environment. This role is focused on future-state planning, team design, incident management frameworks, and building new service management capacity from the ground up. You’ll work closely with stakeholders to understand current challenges and future needs, and then define and deliver robust, scalable, ITIL-aligned service functions that support a modern, agile operating model.
Key Responsibilities:
- Analyse current service landscape and identify future capability needs, including gaps, pain points, and opportunities for improvement.
- Own the discovery and analysis phase, producing insights, metrics, and recommendations to shape future service structures.
- Design and deliver incident management design packs and associated operational models.
- Define and stand up new service management capabilities and teams, including organisational design, roles, processes, governance, and KPIs.
- Support the development of the future Target Operating Model (TOM) through detailed planning, consultation, and iterative design.
- Lead or contribute to the implementation of new SM functions, ensuring alignment with ITIL v4 and product-centric delivery principles.
- Support stakeholder engagement and organisational change, ensuring successful handovers and team readiness (handover in September is planned).
- Collaborate with tool owners (e.g., ServiceNow) to align tooling capabilities with new service designs.