Service Management Consulting Leader

'Service Management Consulting Mgr'

A Service Management Consulting Manager is a leader, whether of a team or a solitary assignment. They lead or work independently designing, developing and implementing solutions, conducting research and performing analysis. The Service Management Consulting Manager focuses on all of the ITIL service management lifecycle stages and all of its processes. They are a recognised subject matter expert in one or more of the lifecycle stages or processes. They are an expert in related areas such as governance, industry standards or regulatory compliance. They will be seen as the lead interface with the client and or project team to ensure that delivery is on time and budget. They will be accountable for the overall delivery of the project.

• ITIL certified; (manager level mandatory, expert / master desirable)

• Prince 2 practitioner certified (desirable)


• Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members;

• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;

• Project management skills to ensure all deliverables are on time, within budget and of high quality;

• Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;

• Operational management/service delivery experience (customer and/or outsourcing environment);

• Awareness of a number of Service Management tools such as BMC’s IT Service Management (ITSM);

• Experience of designing, developing and/or implementing ITIL aligned processes;

• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;

• Experience of working to budgets/forecasting;

• Regulatory Compliance awareness including ISO20000, Sarbanes Oxley (SOX) and Food and Drug Administration (FDA) compliance.


Undertakes consulting work including Information Technology (IT) service and governance reviews and health checks, service audit, benchmarking, trend analysis, Total Cost of Ownership (TCO), compliance reviews and Service Improvement Programmes (SIP’s). Provides service strategy advice and service design solutions. This may be as a stand-alone project, during a bid or as part of an IT outsourcing transition or transformation.

Provides ITIL service strategy advice and service design solutions to address service issues to both prospects and customers

During outsourcing bids: -

• Assists sales teams in the pre-qualification process and with due diligence.

• Designs and costs service model.

• Oversees specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) management and contractual obligations when providing advice and solution input.


During service management implementations: -

• Assists with the discovery process.

• Oversees specific/multiple work streams including managing resources and budgets; ensures ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon

• Ensures any related Service Integration for services by multiple service towers and providers is in place

• Supports and delivers to the standard transition project model.


Acts as a contact point for service management expertise including training, mentoring & staff augmentation.


Builds customer relationships by delivering above client expectations on assigned deliverables and accountable for proactively identifying & winning add on work and identifying cross sales leads.