Service Implementation Consultant

Service Implementation BA (SC Cleared)

Full Time | Hybrid | London

Job Summary

Amber Labs are seeking a results-driven Project Service Implementation Consultant to join our IT project delivery team within a highly secure Central Government department. Due to the environment of the client, you must hold active SC Clearance that can be transferred.

This role is essential to the successful deployment of new services for our clients. The candidate will need to liaise with teams across the project and the existing service, gaining a deep understanding of the existing service(s), the requirements of project, and any risks and issues which may impact the delivery. The ideal candidate combines strong project delivery and service management skills with a customer-centric mindset – they will need to work with their delivery managers to ensure that all their implementation activities are delivered on time, within scope, and aligned with customer requirements.

Key Responsibilities

• Service Implementation: Work with a variety of stakeholders to implement the new service across multiple workstreams, into the clients ITSM tool (ServiceNow). Including but not limited to: KBAs, SLAs, workflows etc.
• Requirements Analysis: Work with the Lead BA to complete a review of the ‘As-Is’ Service, and undertake a review of the contractual requirements to formulate a ‘To-Be’ Service Model
• Service Design & Strategy: Collaborate with the Lead BA to build and document the service strategy and associated service model following a set of workshops and project planning sessions
• Stakeholder Engagement: Collaborate with the BAU service teams (e.g. Catalogue, SLM & Governance, SACM, Service Desk, Functional Support teams and Reporting team etc.) and all other project stakeholders, ensuring effective communication channels are maintained between workstreams
• Quality Assurance: Work with other project stakeholders to ensure that services are implemented according to agreed standards, contractual requirements, specifications, and SLAs.
• Service Lifecycle Management: Contribute to the planning for Service Implementation by creating implementation runbooks, handover documentation & training, and performance management reporting/tooling
• Continuous Improvement: Through feedback loops, identify existing service & project risks, capturing and implementing improvements wherever possible. Identify efficiencies and design solutions to improve processes and tooling.
• Governance & Documentation: Produce high quality project documentation to support the transition’s progress through Project Gates and Service Readiness Reviews

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering or a related field, or proven experience in a Service Design, Business Analysis or Project Implementation roles, ideally with GDS experience
• Excellent communication and interpersonal skills.
• Strong organisational and problem-solving abilities.
• ITIL Certification
• Experience with ServiceNow and implementing a service into ServiceNow is essential.

Preferred Qualifications

• Experience within data centre management, application hosting, network services and mid-large scale site migrations is desirable.
• Experience using tools such as Jira, Confluence & Visio

Key Competencies

• Customer focus and relationship-building
• Analytical thinking, capturing requirements and processing of data
• Agility in dynamic environments
• Ability to work independently and collaboratively across teams