Problem Management Consultant

Description:

Discover where complex meets meaningful as a Service Management Consultant in our Advisory Services team. You will be part of a team that combines subject matter and technical expertise with business understanding, providing our clients with the insights to build next generation IT services and operating models.

As part of the Service Advisory Practice within GTO UK, our IT Service Management Consultants work alongside a wide variety of clients to support them with service solutions throughout the service management lifecycle – from developing a strategy, delivering process overviews and training to designing solutions, delivering outcomes and continual service improvement initiatives.

You will also support the development and extension of the Service Advisory practice and will both coach junior consultants and self-develop through training, attending and presenting at workshops and networking events, and producing white papers.

Service Management is changing rapidly with new process framework and technology trends; therefore, our team has an appetite for learning and becoming skilled in these to guide our clients.

We are always seeking strong ITSM advisors and consultants but in addition we currently have a specific requirement for Incident/Problem Management specialists who can step in to support a client with a significant service remediation challenge.

You may be an ITSM specialist or perhaps an experienced service delivery manager; whatever your background, we need people whose strengths lie in key technology / process areas such as:

• SIAM and service management across multi-supplier ecosystems
• Service Desk Operations including Virtual Agent(s) technology & Knowledge Management
• Incident Management – particularly of large-scale complex services and across multiple suppliers
• Change Management
• Problem Management

Your future duties and responsibilities

• Carry out assignments on client sites to augment their operational service management capability, particularly within Incident Management, providing data analysis, such as service remediation, tooling upgrades or supplier on-boarding
• Service Remediation – identifying the cause(s) of poor performance and establishing and contributing to ‘get to green’ plans , working with multiple external and internal management service providers to recover and improve service quality
• Process design, workflow simulation, performance improvements and helping to define key roles and responsibilities as part of target operating model design
• Provide consultancy support to complex projects e.g. SIAM
• Continually develop and improve our consultancy tools and process collateral
• Use business analysis skills and our maturity assessment tools to assess client issues and present on key challenges and recommendations.
• Support the on-going development of Advisory offerings, identifying Business Development opportunities to drive advisory services sales growth
• Provide input into consultancy bids – proposal writing, solution design, costing