Our client is an international business that has grown quickly and as a result, their Service Desk tickets have trebled. In addition to this, there are limited processes and procedures in place for Incident Management and nothing much for Problem Management either. For the most part therefore, this is like a greenfield site where you can come in and develop and implement processes and procedures for both areas and then there will be opportunities for Change Management and Release Management later.
We are therefore looking for a permanent ITIL qualified (v3 or v4) Service Management Consultant that has experience of implementing processes and procedures for Incident Management and Problem Management. This will require strong analysis skills skills working with their Service Desk tool to identify Incidents and Problems and how to create new ways of working, good stakeholder management and people skills to influence senior managers on new processes and get Technical Resources to work in a certain way.
This will require Project Management skills as well. Change Requests will in time need managing as will processes and procedures for Release Management. You will be experienced in Service Delivery and Service Management and previously been a Problem Manager and Incident Manager and keen to lead improvements in Change and Release Management too. Great growing organisation where you can make a significant impact on Service Improvement.