Service Management Consultant

2 weeks ago

Bracknell Forest, United Kingdom Lorien Full time

**Service Management Consultant - HR Systems - Outside IR35 - Remote** My client, a global life science company, are looking to recruit an experienced Service Management Consultant to join their team with exceptional stakeholder management, vendor management and service capabilities to lead the review of the current processes and procedures with HR systems until the end of the year. This role is fully remote with occasional travel to site in Bracknell. Key responsibilities:

- Build partnership with the existing team resources to understand the current service landscape for HR Systems
- Construct and assess process journeys per service persona, mapping out the 'as is' service journey, including analysis of perceived areas of focus to form your recommendations for improvements
- Perform frequent listening exercises in partnership with our Global and Regional stakeholders, related to the existing Service, ensuring outputs are considered for continuous improvement initiatives
- Attend existing service management forum(s) analysing the content, the frequency and the topics of conversation and factor into a plan for future improvement
- Formally articulate a plan to improve all aspects of the HR Systems Support utilizing your findings from reviewing and listening on the existing service model
- Use prioritization to drive the focus within your plan, through to delivery
- Embed and stabilise improvements, making necessary adjustments accordingly - including user design focused improvements
- Re-establish the service management forum(s) in line with best practice, with a clear terms of reference
- Design and establish a practice of stakeholder service reporting and service reviews
- Own Service escalations through to resolution, inclusive of Vendor management
- Identify and own ticketing tool review and areas for enhancement
- Actively participate as a mentor, sharing Service Management experience and best practice to enable future resources

Key Skills & Experience:

- Preferred ITIL accreditation
- Experience in a Service Management Lead / Senior role
- Experience in leading teams
- Experience in leading service reviews
- Exposure to ticketing systems
- Exposure of varied ITIL disciplines - Incident Management, Problem Management
- Service Request Management and Change Management experience
- Experience hosting and attending services reviews / 3rd party supplier and contract management experience
- Ability to produce technical reports with trend analysis
- Proficient with MS Office, Service Management toolsets (including Service Now)

**IND_PC2**

Carbon60, Lorien, SRG - the Impellam Group STEM Portfolio is acting as an Employment Business in relation to this vacancy.

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