Service Management Consultant - SC Cleared - Outside IR35

Service Management Consultant - SC Cleared - Outside IR35
Hybrid: Once a week to London
Proven Experience in ITIL v4 is a must

Our client is delivering a strategic Service Management framework to underpin a critical government data programme—ensuring all products and central teams can be supported, monitored, and continuously improved. They are looking to onboard 2 Service Managers as part of a move to ITIL 4 aligned processes. Please see below the 2 Job Descriptions:

Implementation Service Manager:
As a Service Manager, you’ll lead the design and implementation of brand-new ITIL v4-aligned processes to support this goal.

How This Role Fits In
You’ll be shaping a new operating model that enables long-term service maturity and effective integration. These new processes will feed into a service management architecture used across the entire programme.

Key Responsibilities
• Design and implement new service management capabilities:
o Service Level Management
o Service Catalogue Management
o Service Configuration Management
o IT Asset Management
o Service Continuity Management
o Monitoring & Event Management
• Build scalable, governed processes that support programme-wide operations
• Collaborate with multiple product and service teams to define service dependencies
• Ensure repeatability and maturity in line with ITIL v4 and GDS operational models

Required Experience
• ITIL v4 Expert certification (essential)
• Strong track record building new processes from scratch in complex environments
• Experience working with ServiceNow or similar tooling
• Familiarity with governance, scalability, and enterprise service integration
• Excellent facilitation and stakeholder communication skills

Migration Service Manager:
Overview
Join a delivery-focused team enabling a critical government data programme. As Service Manager, you’ll drive the migration of core service management practices from the current Data Programme (utilising Jira) into the Enterprise Services area (using ServiceNow). This is part of a broader service management framework our client is implementing—defining how services are supported, monitored, and improved across central and product teams.

How This Role Fits In
You’ll support the build-out of a service management architecture that enables applications to be:
• Effectively monitored
• Reliably supported
• Transparently reported on
• Continuously improved
You’ll help migrate key practices into the Home Office’s enterprise-wide ServiceNow environment to ensure operational scalability.

Key Responsibilities
• Lead hands-on migration of core practices:
o Incident Management
o Problem Management
o Change Enablement
o Service Desk
o Request Fulfilment
• Plan and facilitate detailed workshops with Civil Servants to:
o Explain impacts of process migration
o Ensure dependencies are surfaced and addressed
o Secure full stakeholder buy-in
• Work closely with technical and non-technical teams to ensure a smooth transition from Jira to ServiceNow
• Contribute to a broader Service Management Architecture enabling end-to-end operational support

Required Experience
• ITIL v4 Expert certification (essential)
• Hands-on migration of service practices to ServiceNow (Jira to SN migration experience is ideal)
• Deep stakeholder engagement skills with Civil Service or public sector experience preferred
• Background in consulting or advisory capacity, driving change in structured environments
• Ability to communicate technical transformations in plain English to a broad audience