Job Description
The role is office based in either Chippenham or Hartlepool.
The Service Management Consultant role is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day activities related to the IT Service Management tooling are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and is targeted with the supporting the delivery of a high performance and reliable IT capability worldwide.
Working within the Cyber, Service and Technology (CST) division and reporting to the Service Support Manager, the successful candidate will be responsible for delivering, maintaining and improving a highly capable IT Service Management Tool for use by NEC and our customers. As part of the Service Support Team, you will become a pivotal part of the team that is responsible for the provision of the Ivanti toolset, reporting capability, team performance and quality monitoring all of which underpins the delivery of ITIL service management to the business as a whole. As a Senior level role, you will be expected to be an expert in your field with the capability to pass on your knowledge to others working within the wider team based in Hartlepool, Chippenham and India. The successful candidate will have an expert level of knowledge of ITIL service management tools specifically Ivanti and have the ability to problem solve and work collaboratively with key business stakeholders. The IT Service Management Tool is responsible for underpinning the delivery of all NECSWS Services and is aligned to the ITIL framework and supporting ongoing compliance with ISO20000.
Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.
Responsibilities
1. Technical ownership of the Ivanti IT Service Management toolset
2. Low level understanding of the Ivanti DB schema
3. Highly experienced in the configuration of the Ivanti toolset to achieve the required business outcomes
4. Understanding of Ivanti and IT Service Management toolset best practice
5. Ability to utilise technical architect skills to design, implement and maintain the Ivanti toolset
6. The ability to mentor and develop team members split across multiple geographic locations
7. Input into the measurement, monitoring and review of performance of the team and process using KPIs and CSFs
8. Assist in ensuring the team skilled to the appropriate level
9. Ensure compliance with documented processes to allow certification to ISO20000 to be maintained.
10. Awareness of the business priorities, objectives and drivers to suggest continual service improvement strategies
11. Work very closely with ITIL process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders
12. Build and maintain relationships with internal and 3rd party organisations as required, such as resources within the tool suppliers’ teams.
13. Ensuring adherence to OLAs
14. Input into team reporting as required
15. An excellent communicator both verbally and written at both a technical and stakeholder level.
16. An understanding of ITIL 4 practices and how they are delivered within IT Service Management Tools.
17. An ability to balance and plan the short and long term actions to achieve the objective of the team.
18. Awareness of all relevant industry standards.
19. Awareness of best practices for service management and associated tooling.
20. Be influential and persuasive with stakeholders.
21. Maintaining an understanding of all of NECSWS business areas.
22. An ability to think critically about systems and to make adjustments consistently as needed.
23. The ability to manage time effectively.
Qualifications
Essential Skills
24. Demonstrable experience Service Management Experience, with a focus on design, implementation, testing, maintenance and improvement of IT Service Management toolsets
25. Stakeholder Management
26. Possess excellent stakeholder management skills and an ability to innovate
27. Excellent communication and business writing
28. Working knowledge and experience of the ISO20000 Service Management Standard
29. Excellent problem-solving skills
30. Considered an expert in the Ivanti toolset including ISM and UEM
Essential Qualifications
31. ITIL v4 Foundation
32. NPPVL3 + SC clearance required
Desirable Qualifications and Skills
33. ITIL v4 Intermediate Qualification
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
34. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
35. 25 days paid holiday with the option to buy/sell (FTE)
36. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
37. A Group Pension Plan with fantastic employer contributions up to a maximum of
38. A selection of flexible benefits to suit your individual needs
39. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.