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Location: 1 day in Central London per week
We are seeking an experienced ITSM Consultant to join a huge implementation project in a Not-for-Profit Company. This role is critical in acting as the SME in Service Delivery where you will focus on the breadth and implementation of ITSM processes.
Your Role:
As an ITSM Consultant, you will focus on the strategic direction, governance, and implementation of IT Service Management (ITSM) processes, with a focus on ITIL Problem, Incident, Change, and Service Request Processes.
Your Responsibilities:
* Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
* Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
* Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
* Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
* Serve as a change advocate, supporting organizational change management and user adoption efforts.
* Act as the main point of contact for business escalations.
Key Qualifications:
* ITIL certification
* SIAM Solution Experience.
* Proven background in IT Service Management with a strong focus on service delivery.
* Passionate about enhancing service quality and delivering an exceptional end-user experience.
* Strong leadership and people management skills.
* Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
* Experience collaborating with third parties and managing outsourced service providers.
* Strong understanding of how business and IT changes impact operations.
* Flexible, with a willingness to work outside of regular business hours to support global teams.
If this is a role you are interested in, please apply below.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
Technology, Information and Media
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