Service Management Consultant - Specialist / Associate Manager

Accenture UK & Ireland; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Accenture is seeking a Service Management Consultant to join our London/Manchester teams. You will work across the Service Management lifecycle, translating client issues into strategic ITSM solutions, and guiding governance, tooling selection, and transformation journeys.

A strong emphasis on collaboration with stakeholders and delivering tangible business outcomes is required. The role targets specialists or associate managers, with opportunities to lead large-scale transformations in a

Qualifications

• ITIL V3 certification is minimum; V4 preferred.
• Experience designing and managing SIAM.
• Proven ITSM tooling implementation experience (ServiceNow, BMC Helix or equivalent).
• Proven CMDB design and management experience.
• Experience transforming journeys (Journey to Cloud).
• Experience in large-scale transformation and managed service solutioning.
• Experience designing infrastructure managed services including service desk.
• Strong communication and stakeholder management skills.
• Familiarity with cloud workplace trends and Generative AI.
• Wider complimentary skills such as AWS, Google, Azure, ServiceNow certs and SRE are desirable but not compulsory.

Responsibilities

• Play a key role throughout the Service Management lifecycle; from strategy to design, delivery and continual improvement.
• Use strong business analytical skills to translate client issues into key challenges.
• Provide capabilities for assessing and selecting ITSM tools and products.
• Create a roadmap for Service Maturity, Transformation and Improvement.
• Gather requirements and advise on designing service management as a strategic asset.
• Design a Service Catalogue to communicate IT with the Business.
• Consult on, design and lead ITSM and SIAM frameworks with tooling Architects.
• Design processes, run workflow simulations and define key roles in target operating models.
• Utilise project management to deliver and track deliverables and projects.
• Lead and participate in solution delivery using Agile, waterfall, Dev/Ops.
• Enable client outcomes through change including cost reduction and improved operations.

Skills

ITIL V3

SIAM

ITSM tooling

CMDB

Transformation

Service design

Stakeholder management

Communication

Tools

ServiceNow

BMC Helix

Job description

Service Management Consultant

Location: London/Manchester

Salary: Competitive salary and package dependent on experience

Career Level: Specialist or Associate Manager

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

"Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO.

Accenture’s End user experience and Service Management group consists of leading professionals who combine business and industry knowledge with technology expertise, to deliver solutions for implementing an engaged and connected workplace. Our services revolve around the Cloud and SaaS, transitioning clients mobile, collaboration and productivity environments to a modern OpEx based model while keeping a focus on security and service-oriented architectures. Taking clients on this journey to the Cloud often requires significant cultural change and the implementation of new ways of working. We guide our clients through this journey working with a broad range of business stakeholders to minimise disruptions and to ensure a successfully outcome.

In our team you will learn:

• How to provide solutions to real world problems across a variety of industries.
• How to help transform leading organisations and communities around the world.
• How best to develop your skills and hone your talents within an innovative technology environment

As a Service Management Consultant, you will:

• Play a key role throughout the Service Management lifecycle; from developing a Strategy to Designing solutions, Delivering outcomes, and continual improvement.
• Use strong business analytical skills to synthesise client issues into key challenges which need addressing
• Provide capabilities for assessing and selecting commercial off-the-shelf service management tools and products
• Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey
• Gather requirements and to provide guidance on how to design and develop service management as a strategic asset
• Design of a Service Catalogue to enable IT to communicate effectively with the Business
• Consult on, Design, and Lead ITSM and SIAM frameworks working closely with tooling Architects
• Process design, workflow simulation, performance improvements and helping to define key roles and responsibilities as part of target operating model design
• Utilise Project Management experience to deliver, manage and track deliverables and projects
• Lead and participate in solution delivery following common methodologies including Agile, waterfall, Dev/Ops
• Enable client business outcomes through delivery of change such as cost reduction, operational effectiveness and embedding change and cultural adoption

We are looking for experience in the following skills:

• ITIL V3 certifications as a minimum (V3 expert & V4 certifications preferable)
• Proven experience in designing, implementing and managing SIAM
• Proven ITSM tooling implementation experience, such as ServiceNow, BMC Helix, or equivalent ITSM tools
• Proven experience in designing, implementing and managing a CMDB
• Supporting customers through Transformation journeys (i.e. Journey to Cloud)
• Experience with large-scale transformation and managed service solutioning, with associated estimating and sales processes
• Experience with designing infrastructure managed services, including service desk solutions
• Exceptional communication and presentation skills covering both technical and business concepts
• Strong stakeholder management and communication skills
• Familiarity with current digital workplace trends, e.g. cloud journeys, productivity solutions and tools, employee experience and Generative AI.
• Wider complimentary skills such as AWS, Google, Azure, ServiceNow certs and SRE are desirable but not compulsory

What's in it for you

At Accenture in addition to a competitive basic salary, you will alsohave an extensive benefits package.

We are looking for experience in the following skills:

• ITIL V3 certifications as a minimum (V3 expert & V4 certifications preferable)
• Proven ITSM tooling implementation experience
• Supporting customers through Transformation journeys (i.e. Journey to Cloud)
• Experience with designing infrastructure managed services, including service desk solutions
• Exceptional communication and presentation skills covering both technical and business concepts
• Strong stakeholder management and communication skills
• Familiarity with current digital workplace trends, e.g. cloud journeys, productivity solutions and tools, employee experience and Generative AI.
• Wider complimentary skills such as AWS, Google, Azure, ServiceNow certs and SRE are desirable but not compulsory