SC Cleared Service Management Consultant - ITIL/Cloud/JSM

Our client is seeking an experienced SC Cleared Service Management Consultant to support a complex Defence programme, working within a cloud-based service environment.

This is a consultancy-focused role requiring someone who can design, implement, govern and continually improve ITIL-aligned service management processes, while working across technical teams, suppliers, cloud providers and customer stakeholders.

The successful candidate will bring strong experience from consultancy or complex multi-supplier environments, with the ability to operate independently, provide expert advice and embed effective service management practices across an operational service.

Key Responsibilities

• Design, implement and continually improve ITIL-aligned service management processes.
• Provide subject matter expertise across Incident, Change, Problem, Service Request and Knowledge Management.
• Establish and maintain service management governance, processes, procedures and operational documentation.
• Drive Continual Service Improvement (CSI) initiatives, tracking actions through to completion.
• Support the transition of new and changed services into operational support.
• Work closely with cloud providers, suppliers, technical teams and customer stakeholders to ensure effective service integration and delivery.
• Facilitate service reviews, operational meetings and governance forums.
• Provide escalation and coordination support for operational incidents, service requests and changes.
• Produce service reporting, trend analysis and operational metrics.
• Develop and maintain knowledge articles, operational procedures and customer-facing documentation.
• Identify opportunities to improve service performance, operational efficiency and customer experience.
• Support consistent adoption of ITIL practices across operational teams.

Essential Experience

• Proven experience as a Service Management Consultant/ITSM Consultant within a consultancy or complex enterprise environment.
• Strong practical experience working within an ITIL-based service management environment.
• Hands-on experience across Incident, Change, Problem, Service Request and Knowledge Management.
• Proven experience designing and improving service management processes and governance.
• Experience delivering Continual Service Improvement initiatives.
• Experience supporting cloud-hosted services.
• Experience working within multi-supplier/SIAM-style environments.
• Strong experience producing service reporting, trend analysis and performance metrics.
• Experience working with technical teams, suppliers and customer stakeholders.
• Strong written and verbal communication skills, with the ability to produce high-quality service management documentation.

Technical Skills

• ITIL service management practices
• Jira Service Management (JSM)
• Confluence
• Remedy or equivalent ITSM tooling
• Service reporting and performance monitoring
• Process design, documentation and governance
• Cloud service environments
• Knowledge management