The Service Management Consultant is an important member of the team who is comfortable Designing, Advising, Implementing and improving services either directly with our customer’s I.T, or as part of an Auxilion Managed service engagement.
You must possess customer facing skills that enable you to translate business need into service requirements and drive discussions with senior personnel regarding best practices approaches.
Critical to success in the role is alignment to our ethos:
- Putting the User/Personal Experience at the core of everything we do
- Bringing Value through Insights & Digital thought leadership
- Being Relentless in the pursuit of Better
- Partnering & co-creating to navigate through changes
You should also have a demonstrated ability to think strategically and holistically about business and IT challenges as you help our customers take advantage of efficiencies, cost savings and standardisation of support across their IT services
- You will engage with customers in a consulting capacity to understand & evaluate their IT service challenges.
- You will provide insight where required and articulate recommendations for the challenges that will help the customer mature their service management to a target state.
- You will collaborate with customers to design / define a roadmap for improvement, including the appropriate structures, process and technologies to support the target state.
- You will work to support customers on the roadmap directly as a trusted advisor, and where appropriate, facilitate access to support and SMEs from the wider auxilion organisation
- You will advocate for and help drive our manage service Vision & Mission across our existing managed services engagements and future opportunities.
- You will be rigorous in maintaining and documenting good practices and innovative, evolving ideas to be shared across the team.
Our ITSM consultancy practise is made up of experienced IT professionals with a shared passion for developing and delivering a structured, sustainable and scalable IT Service Management Framework for our customers.
As a team, we are driven by an ethos and a set of behaviours that we believe directly compliments our customer needs and deliver value.
Within Auxilion, the IT Service Management practice plays 3 key roles:
- We SUPPORT Our Managed Service businesses and the wider Auxilion operations, providing indirect support in an advisory or execution capacity.
- We DEVELOP thought leadership & solutions to customer challenges and explore new opportunities and engage with clients to understand their needs.
- We DELIVER consulting engagements, providing insight, expertise and supporting our customers on their transformation journey.
Technical Competencies required:
- ITIL v4 certificate or equivalent
- Good practical understanding of the interconnectivity of ITIL practices
- Track record for assessing a service baseline and producing recommendations.
- Basic knowledge of project management approaches and methodology
- Track record of playing a significant part in a new service delivery setup / onboard
- Familiar with controls and audit compliance - ISO
- Managed Services Solutions capabilities
- Experience with ServiceNow®, and other ITSM tooling
- Experience with a business development cycle – Opportunity assessment, Proposal, Effort estimation
- Very good practical use of presenting and design tools such as Microsoft power point, Visio, mind maps or equivalent
Business Competencies required:
- 1 to 2 years Consulting – Desirable
- 5+ years in Service Management related roles - Designing, Advising, Implementing and improving services
- 5 + years leadership roles operating in an ITIL aligned IT service Delivery & Operations
- Able to exercise independent judgement and act on it.
- Excellent analytical and creative problem-solving skills.
- Excellent listening, written, and oral communication skills.
- Ability to prioritize in the moment and understand what is important to the audience.
- Strong relationship, interpersonal, and team skills.
- Highly self-motivated and directed.
- Experience working in a team-oriented, collaborative environment.
- Able to always try and retain the bigger picture whilst driving individual activities and a great eye for detail and an organised, analytical approach.
