Itsm service consultant

Hi all,


Greetings from Mastek!


📍 Location: UK‑based hybrid role, primarily home‑based, with periodic travel to Leeds and Reading locations

🔐 Clearance: SC Eligible


At Mastek, we help our customers build resilient, compliant, and future‑ready digital services. We’re now looking for an experienced ITSM Service Consultant to join our growing Service Management capability, supporting both Public and Private Sector clients.

This is a fantastic opportunity for an ITSM professional who enjoys consulting, shaping service strategy, and designing end‑to‑end service solutions aligned to real business outcomes.


🌟 The Role

As an ITSM Service Consultant, you’ll act as a trusted advisor to our clients—working closely with business stakeholders, delivery teams, and partners to design, implement, and continuously improve IT Service Management solutions.

You’ll lead service design initiatives, assess service maturity, develop roadmaps, and support bid responses, while helping evolve Mastek’s wider Service Management capability.


🔧 Key Responsibilities


Service Design & Delivery

* Provide ITSM consultancy to support customer needs and pre‑sales activity
* Design and implement ITIL v4‑aligned service management practices
* Develop service governance processes, policies, and artefacts
* Support service design, transition, and operations across complex environments
* Deliver service consultancy assignments across Public and Private Sector clients
* Contribute to bid and contract renewal documentation

Stakeholder & Client Engagement

* Collaborate with business stakeholders, technical teams, and partners
* Communicate service designs, improvements, and recommendations clearly
* Act as a trusted partner, proactively identifying opportunities for improvement

Continuous Improvement & Capability Development

* Act as a Service Management SME within the organisation
* Lead service maturity assessments and roadmap development
* Support the evolution of a Shared Service model, allowing tailored service adoption
* Identify opportunities for automation, standardisation, and optimisation
* Evaluate emerging ITSM tools, trends, and best practices

Leadership & Collaboration

* Contribute to the Service Management Community of Practice
* Support wider corporate initiatives to uplift service quality and capability
* Mentor and support service staff where appropriate

✅ Experience & Skills

Essential:

* 5+ years’ experience in IT Service Management design and/or delivery
* Strong understanding of ITIL-based frameworks, service design, and assurance
* Experience delivering Target Operating Models (TOMs)
* Proven stakeholder management and consultative skills
* Experience working in complex IT environments

Desirable:

* Experience with tools such as ServiceNow, BMC Remedy, or equivalent
* Public Sector service delivery experience
* Knowledge of cloud-based service models


🎓 Certifications


* ITIL v4 – Preferred
* ITIL v3 – Desirable


💡 What We’re Looking For

* A customer‑focused consultant with a strategic mindset
* Strong communicator, confident with both technical and non‑technical audiences
* Organised, proactive, and comfortable managing multiple engagements
* Passionate about quality, improvement, and service excellence
* Collaborative team player with a drive to see initiatives through to completion


🌈 Why Mastek?

* We’re a purpose‑driven organisation committed to creating positive impact and championing inclusion.
* You’ll join a culture that encourages innovation, collaboration, and continuous growth.
* We celebrate difference and believe diverse perspectives lead to stronger solutions.
* Even if you don’t meet every requirement, we encourage you to apply — great talent comes from a variety of backgrounds.
* Your lived experience, unique strengths, and personal story matter — they help us design better outcomes for the communities we serve.
* We celebrate diversity of experience, knowledge, backgrounds, and perspectives, and believe these differences enable us to create meaningful impact. We are proud to be an equal opportunity employer and are committed to fairness and inclusion for all, regardless of sex, race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or partnership status, sexual orientation, gender identity, pregnancy or related conditions, or any other protected characteristic. If you require any reasonable adjustments or additional support during the recruitment process, please let us know.
* Meaningful work across high‑impact Public and Private Sector programmes
* Collaborative and supportive culture
* Career development within a growing Service Management practice


Ready to Make an Impact?

📩 Apply now and help us build a more inclusive, digitally empowered future.


Cheers,

Priyanka Gaur