Service Management Consultant – Specialist / Associate Manager

Overview

In this Service Management Consultant role, you will guide clients through the Service Management lifecycle, from strategy to design and delivery, driving transformation and continuous improvement. You will collaborate with cross-functional stakeholders to align IT services with business goals and enable cost reduction and operational effectiveness. The role blends business analysis with ITSM and SIAM expertise to shape service maturity and value. You will work in a dynamic, innovative environment focused on cloud journeys and digital workplace evolution.

Pay / Benefits

• competitive basic salary
• extensive benefits package

Responsibilities

• Play a key role across the Service Management lifecycle (strategy, design, delivery, continuous improvement)
• Translate client issues into actionable challenges using strong business analytics
• Assess and select commercial off-the-shelf service management tools and products
• Create a roadmap for service maturity, transformation and improvement with client buy-in
• Gather requirements and advise on designing service management as a strategic asset
• Design a Service Catalogue to improve IT-business communication
• Consult on, design and lead ITSM and SIAM frameworks with tooling Architects
• Design processes, run workflow simulations, drive performance improvements and define RACI in target operating models
• Apply project management to deliver, manage and track deliverables and projects
• Lead and participate in solution delivery using Agile, Waterfall, or DevOps methodologies
• Enable business outcomes through change delivery, cost reduction and embedding cultural adoption

Key requirements

• ITIL V3 certifications (minimum) with V4 preferred
• Proven experience in designing, implementing and managing SIAM
• Proven ITSM tooling implementation experience (ServiceNow, BMC Helix, or equivalent)
• Proven CMDB design/implementation and management experience
• Experience with transformation journeys (e.g., Journey to Cloud)
• Experience with large-scale transformation and managed service solutioning, including estimating and sales processes
• Experience designing infrastructure managed services, including service desk solutions
• Excellent communication and presentation skills for technical and business concepts
• Strong stakeholder management and communication skills
• Familiarity with digital workplace trends (cloud journeys, productivity tools, employee experience, Generative AI)
• Desirable: AWS, Google, Azure, ServiceNow certs and SRE (not compulsory)

• Exceptional communication and presentation skills
• Strong stakeholder management
• Ability to work with cross-functional teams
• ITIL V3/V4
• ITSM tooling (ServiceNow, BMC Helix)
• SIAM

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