Senior / Principal Consultant - Service Management

£50,000 - £70,000 (Max) - Yearly Bonus + Hybrid Working: Depending on experience. This is a key position within our business; we are looking for the right individual to help build our Service Management capability, team and offering across our i3works business.

Overview:

The Principal Service Management Consultant will have a proven track record within the ITSM field and significant experience working in consultancy environments. The successful candidate will be a recognised Service Management practitioner, capable of applying ITSM principles to solve complex client challenges across a wide variety of environments.

You will play an integral role within the Service Management team, working across a broad range of client engagements ranging from the creation and optimisation of individual ITIL processes through to designing complete service operating models, service wrappers and service management frameworks. You will be comfortable operating in ambiguous and challenging environments, engaging with stakeholders to understand requirements and develop practical, achievable solutions.

Ideal candidates will possess ITIL certification and have experience implementing ITSM policy, procedure and process across the Service Lifecycle. With significant consultancy experience, you should be an excellent communicator, capable of building trusted client relationships and delivering high-quality outcomes in complex environments.

Core Skills:

• The below responsibilities are not exhaustive, it is a list of chosen skills which you will need to be able to demonstrate:

• Previous consultancy experience in a similar role

• Experience delivering for Defence Sector, i.e. DE&S and Defence Digital

• Experience delivering in Central Government, i.e. Home Office, HMRC and DEFRA

• ITIL 4/5 qualified

• Demonstrable experience working within an ITSM environment using the ITIL framework

• Experience designing, implementing and improving ITSM processes, policies and governance

• Experience producing Service Design Packages, service wrappers, operating procedures and service documentation

• Demonstrable experience of involvement in Service Management governance

• Strong understanding of core ITIL practices including Incident Management, Problem Management, Change Enablement, Service Request Management and Continual Improvement

• Demonstrate an understanding of SIAM and multi-supplier service environments

• Experience working in complex environments to identify, analyse and solve Service Management challenges

• Ability to translate business and operational requirements into practical Service Management solutions

• Flexibility and agility, with the ability to deal with complexity and ambiguity

• Strong verbal and written communication capabilities with experience engaging stakeholders at all levels

• Strong relationship management skills with clients, suppliers, colleagues and users in pursuit of delivering high quality services

• Ability to facilitate workshops, gather requirements and develop service artefacts and recommendations

• Ability to work under pressure and demonstrate resilience to ensure solutions are delivered effectively with full understanding of costs, timescales and risks

• Ability to resolve issues quickly and efficiently

• The suitable candidate will need National Security Vetting (NSV) security clearance. They will, preferably, already hold NSV to a high or very high standard, but must be able, and willing, to achieve it

Desirable:

• High level of IT competence with aptitude for learning new technologies and processes with a focus on ITSM tooling

• Knowledge of ITIL Service Transition and Service Design

• Knowledge of ITIL Continual Service Improvement lifecycle

• Experience within a SIAM environment

• Experience developing Service Design Packages and Operational Readiness documentation

• Experience of service mobilisation, service transition and live service support

• Experience with ServiceNow, Jira Service Management, Remedy or equivalent ITSM tooling

Role Location:
Our consultants are expected to work in a hybrid environment, in accordance with our clients requirements. We require our people to be within an easily commutable distance of our Bristol office, and to be able to co-locate at our client locations, which are typically 50 miles of Bristol or along the M4/M5 corridor. New clients are always coming on board, and we require our consultants to be able to work flexibly and wherever this work requires.

Our Core Values & Behaviours:

Our core values, Purposeful, Dynamic & Supportive, stand us apart from our competition, are the central, driving force to i3Works’ culture and are expressed through our associated behaviours:

Purposeful

• Professionally Responsible - Builds and delivers professionalism to bring value to the organisation, stakeholders and peers.

• Driven to Deliver - Demonstrates determination, resourcefulness, and purpose to deliver the best results for and behalf of i3Works.

• Critical Thinker - Demonstrates the ability to analyse and understand data and information quickly. Uses information, insights and knowledge in a structured way to identify options, make recommendations and make robust, defendable decisions.

Dynamic

• Curious - Is future-focused, inquisitive, and open- minded; seeks out evolving and innovative ways to add value to the organisation.

• Skilled Influencer - Demonstrates the ability to influence to gain the necessary commitment and support from diverse stakeholders in pursuit of organisation value.

Supportive

• Collaborative - Works effectively and inclusively with a range of people, both within and outside of the organisation.

• Role Model - Consistently leads by example. Acts impartiality and independently, balancing personal and organisation parameters.

Benefits at i3Works: 

• Private healthcare/medical cover & Group life insurance

• Annual bonus scheme (dependent on personal and company performance)

• 25 days holiday plus bank holidays (increasing by 1 day per each calendar year, after your 3rd anniversary with the company – rising to a maximum of 30 days + bank holidays)

• Enhanced Reservist Leave – up to 10 days paid.

• Annual leave purchase scheme (up to 5 days per year)

• 5% company pension contribution

• £250.00 annual donation towards a charity or grassroots organisation of your choice

• Personal wellness benefit of £120.00 per month, access to unlimited 1-1 counselling support and a wealth of wellbeing and support resources

• Enhanced parental leave

• Electric car leasing salary sacrifice scheme

• Cycle to work scheme (save 25-39% on a bike and accessories)

• Paid qualifications for employees at all levels

• Internal Employee Networks, regular social events throughout the year and charity fundraising activities to get involved with if you wish.

At i3Works we are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

We ensure that all hiring decisions are made without regard to age, race, national origin, sex, disability, gender, gender identity, religion, or any other protected characteristics, and will treat all applications with the strictest confidence. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. We wish you every success in your job search.