SC Cleared Service Management Consultant - ITIL/Cloud/JSM

Synergize Consulting Ltd; Corsham; On-site; GBP 70,000 - 110,000; Full time

Job summary

Synergize Consulting Ltd. seeks an experienced SC Cleared Service Management Consultant to support a complex Defence programme within a cloud-based service environment.

The role focuses on designing, implementing and governing ITIL-aligned service management processes across multi-supplier and cloud-based ecosystems. The successful candidate will bring consultancy experience, operate independently, and embed robust service management practices across an operational service.

Qualifications

• Proven experience as a Service Management Consultant in consultancy or complex enterprise.
• Strong practical experience in ITIL-based service management.
• Hands-on experience across Incident, Change, Problem, Service Request and Knowledge Management.

Responsibilities

• Design, implement and continually improve ITIL-aligned service management processes.
• Provide SME across Incident, Change, Problem, Service Request and Knowledge Management.
• Establish and maintain service management governance, processes, procedures and operational documentation.
• Drive Continual Service Improvement initiatives, tracking actions through to completion.
• Support transition of new and changed services into operational support.
• Work with cloud providers, suppliers, technical teams and customer stakeholders for service integration.
• Facilitate service reviews, governance forums and operational meetings.
• Provide escalation and coordination support for incidents, requests and changes.
• Produce service reporting, trend analysis and operational metrics.
• Develop knowledge articles and customer-facing documentation.

Skills

ITIL service management practices

Jira Service Management

Confluence

Remedy or ITSM tooling

Service reporting

Process design

Cloud service environments

Knowledge management

Tools

Jira Service Management

Confluence

Remedy

Job description

Our client is seeking an experienced SC Cleared Service Management Consultant to support a complex Defence programme, working within a cloud-based service environment.

This is a consultancy-focused role requiring someone who can design, implement, govern and continually improve ITIL-aligned service management processes, while working across technical teams, suppliers, cloud providers and customer stakeholders.

The successful candidate will bring strong experience from consultancy or complex multi-supplier environments, with the ability to operate independently, provide expert advice and embed effective service management practices across an operational service.

Key Responsibilities

• Design, implement and continually improve ITIL-aligned service management processes.


• Provide subject matter expertise across Incident, Change, Problem, Service Request and Knowledge Management.


• Establish and maintain service management governance, processes, procedures and operational documentation.


• Drive Continual Service Improvement (CSI) initiatives, tracking actions through to completion.


• Support the transition of new and changed services into operational support.


• Work closely with cloud providers, suppliers, technical teams and customer stakeholders to ensure effective service integration and delivery.


• Facilitate service reviews, operational meetings and governance forums.


• Provide escalation and coordination support for operational incidents, service requests and changes.


• Produce service reporting, trend analysis and operational metrics.


• Develop and maintain knowledge articles, operational procedures and customer-facing documentation.


• Identify opportunities to improve service performance, operational efficiency and customer experience.


• Support consistent adoption of ITIL practices across operational teams.

Essential Experience

• Proven experience as a Service Management Consultant/ITSM Consultant within a consultancy or complex enterprise environment.


• Strong practical experience working within an ITIL-based service management environment.


• Hands-on experience across Incident, Change, Problem, Service Request and Knowledge Management.


• Proven experience designing and improving service management processes and governance.


• Experience delivering Continual Service Improvement initiatives.


• Experience supporting cloud-hosted services.


• Experience working within multi-supplier/SIAM-style environments.


• Strong experience producing service reporting, trend analysis and performance metrics.


• Experience working with technical teams, suppliers and customer stakeholders.


• Strong written and verbal communication skills, with the ability to produce high-quality service management documentation.

Technical Skills

• ITIL service management practices


• Jira Service Management (JSM)


• Confluence


• Remedy or equivalent ITSM tooling


• Service reporting and performance monitoring


• Process design, documentation and governance


• Cloud service environments


• Knowledge management