ITSM Consultant

La Fosse Associates; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A Not-for-Profit Company is seeking an experienced ITSM Consultant to join a major implementation project in Central London. In this role, you will act as the Subject Matter Expert in Service Delivery, focusing on the strategic governance and implementation of IT Service Management processes such as Incident Management and Change Management. Your leadership and communication skills will be crucial in ensuring alignment with business needs and managing service delivery effectively.

Qualifications

• 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 understanding of how business and IT changes impact operations.

Responsibilities

• Act as the primary liaison between external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs.
• 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.

Skills

ITIL certification

SIAM Solution Experience

Leadership Skills

Communication Skills

Relationship Management

Job description

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Location: 2 days 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