ITSM Transformation Consultant

Infotel UK; Glasgow; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Flexible working

Pension scheme

25 days holiday + bank holidays

Training and career progression

Company social days

Job summary

Infotel UK is seeking an experienced ITSM Consultant to help clients analyze, design, and implement ITSM frameworks aligned with business goals. You will drive ITSM projects using best practices and industry standards, with responsibilities spanning service design, transition, and governance.

The role requires strong ITIL knowledge, hands-on ServiceNow experience, and excellent communication to guide stakeholders and deliver client-focused solutions.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as an ITSM Consultant or similar role, preferably in consultancy environments.
• Strong knowledge of ITIL framework (ITIL v3 or ITIL 4 certification preferred).
• Experience with SERVICENOW.
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple projects and priorities effectively.
• Experience in change management and service transition initiatives.
• Client-facing experience with strong stakeholder management skills.
• Relevant ITSM certifications are highly desirable.

Responsibilities

• Assess client IT service management processes and recommend improvements based on best practices.
• Develop and implement ITSM strategies, including configuration of ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Facilitate ITIL process design and adoption, including incident, problem, change, and asset management.
• Provide guidance on ITSM governance, metrics, and continuous improvement initiatives.
• Support service transition and transformation projects to enhance service capabilities.
• Conduct training and workshops for client teams to build ITSM capabilities.
• Collaborate with stakeholders at all levels to ensure successful delivery of ITSM solutions.
• Stay current with industry trends and ITSM advancements to provide innovative solutions.

Skills

ITIL framework

ServiceNow

Stakeholder management

Client-facing

Project management

Communication skills

Change management

Education

Bachelor's degree in Computer Science/Information Technology

ITIL certification (ITIL v3/v4)

Tools

ServiceNow

BMC Remedy

Job description

Infotel UK is seeking an experienced ITSM Consultant to help clients analyze, design, and implement ITSM frameworks aligned with business goals. You will drive ITSM projects using best practices and industry standards, with responsibilities spanning service design, transition, and governance.

The role requires strong ITIL knowledge, hands-on ServiceNow experience, and excellent communication to guide stakeholders and deliver client-focused solutions.