Senior Information Technology Service Management Consultant (London Area)

ITSM Consultant

Location: Euston

Rate: £550 Inside IR35

Contract: 6 months initial

About the Role:

Our client is hiring for an ITSM Consultant to lead the design, development, and implementation of ITSM processes from the ground up. This is a critical role in the organization's transformation journey, where you'll play a key part in establishing a scalable ITSM framework that aligns with business goals and IT best practices.

Key Responsibilities:

• Analyse current IT operations and identify gaps and opportunities for ITSM process implementation.
• Design, document, and implement ITSM processes including (but not limited to) Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, and Configuration Management.
• Collaborate with stakeholders across departments to ensure process alignment with business needs.
• Define KPIs and metrics for ITSM processes and set up reporting dashboards.
• Configure and customize ITSM tools/platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy).
• Provide training, guidance, and documentation for internal teams.
• Ensure alignment with ITIL or other relevant frameworks and industry standards.

Qualifications:

• Deep understanding of ITIL framework and ITSM best practices.
• Demonstrated experience building ITSM processes from scratch.
• Experience with ITSM platforms such as ServiceNow, Freshservice, or similar.
• Excellent stakeholder management and communication skills.
• ITIL certification (v3 or v4) strongly preferred.

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