Overview
The Service Management Consultant role is office based in Chippenham or Hartlepool. The role is responsible for day-to-day activities related to the IT Service Management tooling to meet business needs. It involves working with internal and external stakeholders to support 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 deliver, maintain and improve a highly capable IT Service Management Tool for use by NEC Software Solutions (NECSWS) and our customers. You will be part of the Service Support Team responsible for Ivanti toolset, reporting capability, team performance and quality monitoring, underpinning ITIL service management across the business. As a senior level role, you will be an expert in your field with the capability to mentor others across our team in Hartlepool, Chippenham and India. A strong knowledge of ITIL service management tools (specifically Ivanti) and the ability to problem solve and collaborate with key stakeholders is required. The IT Service Management Tool underpins the delivery of all NECSWS Services and aligns with ITIL and ISO20000 compliance. Travelling may be required to attend customer locations and NEC offices.
Note: This role is based in the UK and may involve travel as part of duties.
Responsibilities
* Technical ownership of the Ivanti IT Service Management toolset
* Low-level understanding of the Ivanti DB schema
* Highly experienced in configuring the Ivanti toolset to achieve business outcomes
* Understanding of Ivanti and IT Service Management toolset best practices
* Utilise technical architect skills to design, implement and maintain the Ivanti toolset
* Mentor and develop team members across multiple geographic locations
* Input into measurement, monitoring and review of team and process performance using KPIs and CSFs
* Assist in ensuring the team is skilled to the appropriate level
* Ensure compliance with documented processes to maintain ISO20000 certification
* Awareness of business priorities to suggest continual service improvement strategies
* Collaborate with ITIL process team leaders to ensure end-to-end ITIL-aligned service availability
* Build and maintain relationships with internal and 3rd party organisations, e.g., tool suppliers’ teams
* Adhere to OLAs
* Contribute to team reporting as required
* Excellent verbal and written communication at technical and stakeholder levels
* Understanding of ITIL 4 practices within IT Service Management Tools
* Ability to balance and plan short- and long-term actions to achieve team objectives
* Awareness of relevant industry standards and best practices for service management
* Influence and persuade stakeholders
* Maintain awareness of NECSWS business areas
* Think critically about systems and make adjustments as needed
* Effective time management
Qualifications
Essential Skills
* Demonstrable experience in Service Management with a focus on design, implementation, testing, maintenance and improvement of IT Service Management toolsets
* Stakeholder management and ability to innovate
* Excellent communication and business writing
* Working knowledge and experience of the ISO20000 Service Management Standard
* Excellent problem-solving skills
* Expert in the Ivanti toolset including ISM and UEM
Essential Qualifications
* ITIL v4 Foundation
* NPPVL3 + SC clearance required
Desirable Qualifications and Skills
* ITIL v4 Intermediate Qualification
Other Information
Benefits
We offer an excellent benefits package, including an above-average pension scheme. Benefits include:
* Private Medical Cover funded by NEC for Employees (option to add family members)
* 25 days paid holiday (FTE) with option to buy/sell
* 4 x basic salary life assurance
* Group Pension Plan with employer contributions up to 8.5%
* Flexible benefits to suit individual needs
* Free access to LinkedIn Learning with 15,000+ courses
Other Information
* Candidates must have the right to work in the UK and travel as required. Documentary evidence will be required.
* All offers subject to vetting, references and occupational health checks.
* DBS check may be required depending on role.
Equal Opportunities
NEC Software Solutions is an equal opportunities employer. If you require reasonable adjustments or have accessibility needs during recruitment or interview, please share these with us. We are committed to an inclusive and accommodating experience for all candidates.
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