Service Management Tools Consultant

FSP; Glasgow; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Professional development

Job summary

FSP is a leading consultancy delivering Digital, Security and AI solutions. We design and build IT Service Management toolsets to help clients maximise their digital technology investments, including process design using ITIL, ISO20000, Lean and Agile.

You will work with clients to implement ITSM tool solutions, lead workshops, and collaborate with vendors to deliver service transformations across public and private sectors.

Qualifications

• Proficient understanding of ITIL practices.
• Experience implementing ITSM tools on-premises and SaaS.
• Strong knowledge of IT service management toolsets, productivity and automation.

Responsibilities

• Design and develop IT Service Management tools to meet client requirements.
• Apply ITIL/ISO20000/Lean/BPMN/Agile to design efficient processes.
• Audit and assess maturity of clients' ITSM tools and identify improvement areas.
• Lead workshops, in-person or virtual, to drive outcomes.
• Collaborate with third-party ITSM tool vendors to implement solutions.
• Develop the FSP Service Management Tool to support managed services.
• Coordinate with other FSP capabilities to deliver broader service transformations.
• Serve clients across public and private sectors.

Skills

ITIL

ITSM Tools

ServiceNow

Security Clearance

Tools

ServiceNow

Job description

We have an exciting opportunity for a Service Management Tools Consultant to join our growing team. You’ll work with our clients on their toolset strategy, including the selection, design and build of Service Management Tool solutions. You will be working together to design and deliver recommended improvements to assist them to maximise the full investment in their digital technology.

Responsibilities

• Designing and developing IT Service Management tools to fulfil the clients’ requirements.
• Using best practices and standards including ITIL, ISO20000, Lean, BPMN, and Agile to design processes.
• Performing audits and maturity assessments customers’ existing ITSM tools to identify areas for improvement.
• Design and lead workshops, either face to face or virtually.
• Work with third party ITSM tool vendors to implement ITSM tool solutions.
• Develop the FSP Service Management Tool to support the delivery of managed services.
• Working with other capabilities across FSP to deliver wider service transformation programmes.
• Working with clients across a range of public and private sector organisations.

About you

• Possess a good understanding of ITIL practices.
• Knowledge and experience of implementing ITSM tools on-prem and as a SaaS platform.
• Excellent understanding of IT Service Management Toolsets, productivity, and automation tooling.
• Passionate about helping customers improve and gain more value from their IT and Digital Technology through improved user experiences and efficiencies.
• Practical hands‑on experience of working in a Service Management team to deliver ITSM toolsets
• Preferably hands‑on experience with ServiceNow
• Preferably a holder current or previous HMG Security Clearance.

What we look for in our people

• Strong alignment with FSP values and ethos
• Commitment to teamwork, quality and mutual success
• Proactivity with an ability to operate with pace and energy
• Strong communication and interpersonal skills
• Dedication to excellence and quality

Who are FSP?

FSP is a leading consultancy specialising in Digital, Security and AI solutions. Our success is enabled by our unwavering commitment to excellence, our people centric culture alongside best‑in‑class operations, ensuring impactful and sustainable outcomes for our clients.

As a long standing and highly accredited Microsoft Partner, with extensive solution designations, we partner with clients across a range of commercial sectors, enabling digital transformation, innovation and robust cyber security.

We navigate the complexities of data sensitivity, confidentiality, governance and compliance. We blend strategic insight, depth of technical expertise, delivery and operational excellence to meet the specific requirements outlined.

We take a collaborative, one team approach with our clients to drive sustainable change, providing outstanding client experience and delivering exceptional results that are aligned with business priorities.

Our commitment to security and quality is reinforced by our ISO27001 and ISO9001 certifications (UKAS), as well as our CREST approved penetration testing and SOC capabilities. Additionally, we are an IASME Cyber Essentials Certification Body and Cyber Essentials Plus certified.

Find out more about our accolades here: https://fsp.co/about-fsp/

Why work for FSP?

At FSP, we are committed to providing:

• A collaborative and supportive environment in which you can grow and develop your career
• The tools and opportunity to do work you can be proud of
• A chance to work alongside some of the best people in the industry, who always seek to share their knowledge and experience
• Hybrid working – we empower you to make smart choices about when and where to work to achieve great results
• Industry leading coaching and mentoring
• Competitive salary and an excellent benefits package

Equal and Fair Opportunity

FSP is an equal opportunity employer and welcomes applications from all suitably qualified candidates. We assess applicants based on their skills, experience, and potential, without regard to age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief, or any other protected characteristic.

Please note that visa sponsorship is available for some roles, subject to eligibility and business requirements.

Research indicates that individuals from underrepresented groups may be less likely to apply where they feel they do not meet every requirement, or where there is uncertainty about who a role is intended for. If you are interested in a role with us but are concerned that you may not meet all the criteria, we encourage you to apply. You may be a strong candidate for this role or for other opportunities within FSP.

We are committed to providing a fair and inclusive recruitment process. If you require any reasonable adjustments to participate fully in an interview or meeting (whether virtual or in person), please let us know.