Service Management Consultant / Architect - SC Cleared - Outside IR35
Posted 2 weeks ago by SR2 | Socially Responsible Recruitment | Certified B Corporation™
Negotiable
Outside
Undetermined
London, England, United Kingdom
Summary: The ITIL Service Management Consultant / Service Architect is responsible for designing, implementing, and enhancing IT service management capabilities in accordance with the ITIL 4 framework. This role focuses on creating a product-centric operating model and improving service management practices through stakeholder engagement and continuous improvement initiatives. The consultant will also support the adoption of ITSM tools and ensure alignment with business needs.
Key Responsibilities:
- Design and architect an end-to-end IT service operating model, enabling a product-centric organisation.
- Consult with stakeholders to assess, improve, and implement ITIL-aligned practices.
- Conduct maturity assessments and gap analyses against ITIL practices and define roadmaps for improvement.
- Advise on metrics and reporting to measure service performance, customer satisfaction, and compliance.
- Support the continual improvement of ITSM tooling (e.g. ServiceNow) in line with ITIL best practices.
- Support organisational change and user adoption through stakeholder engagement and communication.
Key Skills:
- Strong knowledge of ITIL v4 (or v3) with relevant certification(s).
- Proven experience in designing or improving service management capabilities.
- Solid understanding of ITSM tooling (e.g. ServiceNow, Remedy, Jira Service Management).
- Experience working with product teams.
- Strong documentation, communication, and stakeholder engagement skills.
- Ability to create operating models, service designs, process flows, and governance structures.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Role Title: ITIL Service Management Consultant / Service Architect
Role Purpose: To design, implement, and improve IT service management capabilities aligned with the ITIL 4 framework, ensuring services are fit-for-purpose, scalable, and aligned with business needs (Product-centric model).
Key Responsibilities (subject to change - dependent on client requirements / priorities):
- Design and architect an end-to-end IT service operating model, enabling a product-centric organisation.
- Consult with stakeholders to assess, improve, and implement ITIL-aligned practices.
- Conduct maturity assessments and gap analyses against ITIL practices and define roadmaps for improvement.
- Advise on metrics and reporting to measure service performance, customer satisfaction, and compliance.
- Support the continual improvement of ITSM tooling (e.g. ServiceNow) in line with ITIL best practices.
- Support organisational change and user adoption through stakeholder engagement and communication.
Required Skills & Experience:
- Strong knowledge of ITIL v4 (or v3) with relevant certification(s)
- Proven experience in designing or improving service management capabilities
- Solid understanding of ITSM tooling (e.g. ServiceNow, Remedy, Jira Service Management)
- Experience working with product teams
- Strong documentation, communication, and stakeholder engagement skills
- Ability to create operating models, service designs, process flows, and governance structures