ITSM Consultant

ITSM Consultant

Rate (Outside/Inside): £500-£550 Inside IR35

Duration: 6 months (Initial term probable extension)

Location: 1 day in Central London per week

We are seeking an experienced ITSM Consultant to join a huge implementation project in a Not-for-Profit Company. This role is critical in acting as the SME in Service Delivery where you will focus on look at the breadth and implementation ITSM processes.

Your Role:

As an ITSM Consultant, you will focus on the strategic direction, governance, and implementation of IT Service Management (ITSM) processes, with a focus on ITIL Problem, Incident, Change and Service Request Processes.

Your Responsibilities:

• Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
• Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
• Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
• Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
• Serve as a change advocate, supporting organizational change management and user adoption efforts.
• Act as the main point of contact for business escalations.

Key Qualifications:

• ITIL certification
• SIAM Solution Experience.
• Proven background in IT Service Management with a strong focus on service delivery.
• Passionate about enhancing service quality and delivering an exceptional end-user experience.
• Strong leadership and people management skills.
• Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
• Experience collaborating with third parties and managing outsourced service providers.
• Strong understanding of how business and IT changes impact operations.
• Flexible, with a willingness to work outside of regular business hours to support global teams.

If this is a role you are interested in, please apply below 👇