Service Management Consultant

We are looking for a Service Management Consultant to help shape, embed and improve ITIL-aligned service management across a cloud-based environment. You will work across operational teams, suppliers and customer stakeholders to ensure services are governed effectively, issues are managed well and operational processes continue to mature.

The Role

You will take ownership of key service management practices, supporting the design, implementation and ongoing improvement of processes that underpin reliable, high-performing cloud services. This will include working closely with support teams and third parties to improve operational control, service reporting, knowledge sharing and customer experience.

Key Responsibilities

• Design, document and maintain ITIL-aligned service management processes and operational procedures.
• Lead and improve Change, Incident, Problem, Service Request and Knowledge Management practices.
• Support service governance, operational reviews and supplier performance discussions.
• Coordinate incidents, changes and requests, ensuring records are prioritised, progressed and resolved appropriately.
• Produce service reports, operational metrics and trend analysis to identify improvement opportunities.
• Drive continual service improvement activity, tracking actions through to completion.
• Support the transition of new or changed services into effective operational support models.
• Create and maintain useful technical and customer-facing knowledge documentation.
• Work with technical teams, service desk colleagues, suppliers and stakeholders to resolve operational issues and improve service delivery.
• Support the use, adoption and refinement of ITSM tooling and workflows.

Essential Experience

• Experience working in an ITIL-based service management environment.
• Strong practical knowledge of Incident, Change, Problem, Service Request and Knowledge Management.
• Experience supporting cloud-hosted services within a live operational setting.
• Experience working across multi-supplier or integrated service environments.
• Proven ability to deliver continual service improvement initiatives.
• Experience producing service reporting, performance metrics and trend analysis.
• Strong process documentation, service design and governance capability.

Technical Skills

• Jira Service Management (JSM).
• Confluence.
• Remedy or comparable ITSM platforms.
• ITIL service management practices.
• Service reporting, operational monitoring and performance analysis.
• Workflow improvement and service management process automation.

Desirable

• Experience configuring or supporting ITSM workflows and tooling.
• Experience supporting service transition or operational readiness activities.
• Exposure to complex cloud service environments and third-party support models.

The Details

• Contract role – 6 months + extensions
• Location: Hybrid – 2/3 days on-site in the South West
• Inside IR35
• £475-£500p/d

If you are an organised, customer-focused Service Management Consultant who can bring structure, governance and continuous improvement to cloud operations, please apply.