ESN - Service Management Consultant 1616

Tesol Inc; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A consultancy firm is looking for a Service Management Consultant to work on a national programme aimed at modernising the UK's emergency communications infrastructure. The ideal candidate will have first-hand experience in an Emergency Services control room and be able to bridge user needs with technical delivery. This role requires strong stakeholder engagement and communication skills. Hybrid work model with travel required.

Qualifications

• Experience in an Emergency Services control room or Critical Communications environment.
• Deep understanding of critical communication and emergency response priorities.
• Ability to bridge user needs with technical delivery.

Responsibilities

• Act as trusted advisor on service management environment.
• Engage with senior users to capture key information.
• Support onboarding of User Organisations to ESN.

Skills

Emergency Services experience

Communication skills

Stakeholder engagement

Problem-solving

Job description

ESN - Service Management Consultant (Systems)

Contract Length: 6 months
Day Rate: £600/day (Inside IR35)
Location: Hybrid - Fortnightly presence in Chorley and monthly travel to Warwick

Must be eligble for SC clearance

Join a High-Impact National Programme - Operational Consultancy for ESN Onboarding

We are seeking a highly experienced Service Management critical communications consultant who has worked within or directly alongside the Emergency Services - police, fire, ambulance, or similar- to play a pivotal role in a nationally significant programme modernising the UK's emergency communications infrastructure.

This is not a purely technical role. You will be the voice of operational reality in the ESN onboarding process, ensuring that the needs, challenges, and workflows of those on the front line-control room operators, dispatchers, and first responders - are fully understood and embedded into every decision.

Applicants must bring authentic operational insight, ideally gained within an ESN User Organisation, to provide holistic consultancy across the full control room environment and wider critical communications environment - processes, people, and technology.

Key Responsibilities

• Act as a trusted advisor on all aspects of the service management environment-including OSS/BSS systems through to billing and key reporting activity including critical and major incident review and handling.
• Engage directly between senior users within the emergency services and partners, senior management and key service management suppliers to capture key information and risks to support genuine operational requirements.
• Support the onboarding of User Organisations to ESN, ensuring changes are practical, safe, and operationally sound.
• Facilitate workshops, site visits, and scenario-based discussions to align programme delivery with day-to-day realities.
• Represent operational requirements in governance forums, influencing decisions to protect service quality and resilience.
• Provide clear, actionable advice to both operational and technical teams to ensure ESN systems and service management tools work in the real-world emergency services context.
• Guide organisations through operational readiness, user training needs, and go-live preparation.

About You

• Essential: First-hand experience working within an Emergency Services control room and Critical Communications environment in delivery service management support (police, fire, ambulance) or in close collaboration with such teams in an operational capacity.
• Deep understanding of critical communication within the emergency services, emergency response priorities, and the pressures of live incident management.
• Proven ability to bridge the gap between end-user needs and technical delivery, ensuring solutions are operationally viable.
• Strong stakeholder engagement skills, able to build trust with both senior leadership and frontline personnel.
• Comfortable navigating complex, multi-stakeholder, and multi-supplier environments.
• Excellent communicator, facilitator, and problem-solver.
• Commercially aware with a practical, outcome-focused mindset.