Service Management Consultant

Location: Remote, client site and Basingstoke

Reporting to: Director of Professional Services

Starting: Immediately

About Us

Xcession Limited specialises in supporting organisations across Ireland and the UK to improve service performance, quality and efficiency by providing, consultancy, professional services, managed services and support and maintenance for ITSM products.

Our passion is planning, implementing and managing ITSM solutions for organisations, whilst ensuring they can evolve with new technology and innovations.

With highly experienced people, we understand which ITSM software is the best fit for a business, and more importantly, how to maximise its value. We ensure that solutions deliver outcomes efficiently and effectively but also evolve by combining traditional ITIL service management best practice with best of breed products.

Xcession represents the customer, not the technology supplier. In the past, customers have been poorly represented by technology vendors who have a remit to maximise sales of their software. Their implementation partners are measured on their ability to support their aims and sell more software. Xcession is not tied to a single technology supplier, which enables us to be fair, honest and direct to ensure customers get the best, most appropriate ITSM solution for their needs.

Duties and Responsibilities

The Service Management Consultant is accountable for the delivery of ITSM technical solutions. The incumbent will have an excellent understanding of how ITSM technical solutions are designed and implemented.

The Service Management Consultant will work closely and collaborate with other ITSM team members, project managers and client staff.

Responsibilities include:

  • Undertake requirements gathering working with colleagues and client staff

  • Participate in design and implementation of ITSM capabilities.

  • Based on client requirements, build/document a complete logical and physical ITSM architecture design incorporating service models, applications, IT infrastructure, service requests, CMDB and other architectures that are relevant to the ITSM environment.

  • Develop viable technical solutions with complex requirements (i.e. incorporating people, process, technology and information).

  • Provide oversight at key milestones and manage expectations during an ITSM implementation.

  • Build and maintain broad and deep technical capability sufficient to advice on the architecture being implemented or purchased.

  • Management and planning for technology assignments

    • Aware of the project finances for customer projects being managed
    • Assist the project manager in defining timescales and risks
    • Assist the project manager to deliver ITSM projects on time and within budget
    • Provide Input to status reporting on assignments and project timelines
    • Participate in post Implementation reviews and performance assessment of the assignment

  • Working in a presales environment to deliver related pre-sales activities if required

  • Development of commercial proposals for solutions

  • Identification of required resource for commercial proposals

  • Build and maintain relations within the clients and prospective customers

  • If required undertake sales activities to help with business development

  • Deliver effective presentations to clients and internally

Technical & Business

Essential

  • Proven experience in delivering ITSM technology solutions for large corporations or organisations.

  • 10 years+ experience of systems design and operation in a Professional Services role

  • 5+ years of experience in ITSM systems, CMDB and discovery solution delivery.

  • Proven experience in the creation of proposals and statement of work documentation.

  • A thorough understanding of current ITSM trends that are influencing decisions in IT organization.

  • Proven track record for developing viable solutions with complex requirements.

  • Excellent technical knowledge/awareness/understanding of ITSM products and platforms

  • Experience in the mechanics and operations of a typical IT organisation, including organization structure, roles, responsibilities and challenges.

  • Able to interact with a wide range of technical staff, managers and executives.

  • Work effectively independently, displaying a high sense of professionalism and leadership.

Desirable

  • IT Service Management technology Certified Professional.

  • ITIL Foundation Certification or above.

Interpersonal

Essential

  • Logical thinker with ability to solve problems.

  • Self-starter with the ability to work remotely and un-supervised

  • Excellent verbal, written and presentation skills.

  • Driven individual with a desire to achieve defined outcome to a high quality.

  • Strong team member with proven ability to manage teams of people and work well within a team.

  • Ability to transfer expert level knowledge to team members and customers and with proven experience of coaching and developing more junior consultants.

Desirable

  • Ability to work with and manage 3rd party suppliers and off-shore resources.

  • Good track record in project management, including working with and managing complex solution delivery and an ability to work within defined timescales.

Education

Essential

  • Degree, or equivalent in Business, Computer Science/Engineering or related field.

Desirable

  • BMC Product certification.

  • Service NOW certification

Apply

Email us with your CV and covering letter stating why you would be a great addition to Xcession.
info@xcession.co.uk