Role Title: ITIL Service Management Consultant / Service Architect

Role Purpose:
To design, implement, and improve IT service management capabilities aligned with the ITIL 4 framework, ensuring services are fit-for-purpose, scalable, and aligned with business needs (Product-centric model).

Key Responsibilities (subject to change – dependent on client requirements / priorities):

• Design and architect an end-to-end IT service operating model, enabling a product-centric organisation.
• Consult with stakeholders to assess, improve, and implement ITIL-aligned practices.
• Conduct maturity assessments and gap analyses against ITIL practices and define roadmaps for improvement.
• Advise on metrics and reporting to measure service performance, customer satisfaction, and compliance.
• Support the continual improvement of ITSM tooling (e.g. ServiceNow) in line with ITIL best practices.
• Support organisational change and user adoption through stakeholder engagement and communication.

Required Skills & Experience:

• Strong knowledge of ITIL v4 (or v3) with relevant certification(s)
• Proven experience in designing or improving service management capabilities
• Solid understanding of ITSM tooling (e.g. ServiceNow, Remedy, Jira Service Management)
• Experience working with product teams
• Strong documentation, communication, and stakeholder engagement skills
• Ability to create operating models, service designs, process flows, and governance structures