Summary: The Service Management Consultant role focuses on leading the design and implementation of ITIL v4-aligned processes to support a critical government data programme. The position requires collaboration with various teams to ensure effective service management practices are established and migrated from existing systems to ServiceNow. The consultant will play a key role in shaping a new operating model that enhances service maturity and integration. This role is hybrid, requiring attendance in London once a week.

Key Responsibilities:

• Design and implement new service management capabilities including Service Level Management, Service Catalogue Management, Service Configuration Management, IT Asset Management, Service Continuity Management, and Monitoring & Event Management.
• Build scalable, governed processes that support programme-wide operations.
• Collaborate with multiple product and service teams to define service dependencies.
• Ensure repeatability and maturity in line with ITIL v4 and GDS operational models.
• Lead hands-on migration of core practices such as Incident Management, Problem Management, Change Enablement, Service Desk, and Request Fulfilment.
• Plan and facilitate detailed workshops with Civil Servants to explain impacts of process migration and secure stakeholder buy-in.
• Work closely with technical and non-technical teams to ensure a smooth transition from Jira to ServiceNow.
• Contribute to a broader Service Management Architecture enabling end-to-end operational support.

Key Skills:

• ITIL v4 Expert certification (essential).
• Strong track record building new processes from scratch in complex environments.
• Experience working with ServiceNow or similar tooling.
• Familiarity with governance, scalability, and enterprise service integration.
• Excellent facilitation and stakeholder communication skills.
• Hands-on migration of service practices to ServiceNow, with Jira to SN migration experience preferred.
• Deep stakeholder engagement skills with Civil Service or public sector experience preferred.
• Background in consulting or advisory capacity, driving change in structured environments.
• Ability to communicate technical transformations in plain English to a broad audience.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT