Consultant IT service management (m/w/d)

For our client we are asap looking for an IT service management consultant (m/f/d) - 100% remote


 


Your tasks:

• Professionally conduct the analysis of ITIL processes that are currently in use, and provide their conversion into the corresponding ITIL 4 practices
• Participation in a dedicated project process workshop to gather relevant information with the goal to align the technical project requirements to the strategic ones
• Provision of professional consultancy to client process managers in the topic of IT processes with the aim to identify the current gaps and opportunities for processes in scope of the project objectives
• Design updated IT processes according to the new instance of the Service Now and in line with the ITIL 4 based on the IT4IT Framework 
• Steer and coordinate the integration of the ITIL 4 practices with IT4IT value streams with the aim to provide a clear and consistent view between the ITIL service value streams and IT4IT value streams to the project teams
• Creation of a presentation and training materials on this topic 
• Organization and coordination of weekly online training sessions and a monthly online mentoring session to the project members of the IT community on the ITIL 4 principles, practices, and tools 
• Presentation of the training and mentoring plan and the prepared materials to client
• Consultation of the project members with the aim to adopt a culture of continual improvement and customer centricity
• Monitor and evaluate the progress and outcomes of the ITIL 4 transformation
• Document the results and present them including feedback and suggestions for improvement on a weekly basis to the internal Target Operating Model workstream Lead


 


Your qualifications:

• Experience in IT service management, preferably in a consulting role
• Experience with ServiceNow
• A proven track record of successfully leading and delivering ITIL 4 transformation projects, with a focus on high velocity IT and digital products
• Documented experience in writing ITIL practices documents
• Solid understanding of the ITIL 4 framework, including the service value system, the service value chain, the four dimensions, the guiding principles 
• Certification in ITIL 4 
• Familiarity with IT4IT Framework, the reference architecture for managing the business of IT, and its alignment with ITIL 4 
• Communication skills, with the ability to influence and persuade different levels of stakeholders