Rackspace Technology
Location
Work from home | India
Job description
Senior Service Management Consultant .
Experience required (MUST) - 10+ yrs of relevant experience .
JOB DESCRIPTION:
A Snr Service Management Consultant is required for an Infrastructure & Cloud Hosting Services Consultancy to deliver customer engagements for their digital transformation journey. This includes all aspects of Service Management and Cloud Foundations and is applicable to Corporate Fortune500 and mid-market enterprises. The role involves delivering projects to enterprise grade customers through consultancy workshops across EMEA focusing on Best Practice Service Management and Cloud Service Management. You will join a growing team and assist with the ongoing development of the consulting practice and have an ability to influence the consulting propositions and execution in this area.
JOB REQUIREMENTS:
The role requires ITIL Expert with a Consultancy background, with preferred knowledge of ITSM tools with technical propensity for Infrastructure and Cloud based technologies is advantageous.
You'll need to have a strong mix of client-facing skills (managing workshops and presentations), passion for technology problem-solving and project full life-cycle experience. Specific technology experience with regards to the deliverables isn't necessary, but a good grounding in Infrastructure and / or cloud technologies is highly advantageous, particularly if this includes organisational change management, service management, ITIL, service transition and Cloud Governance.
The role centres around delivering the following to public and dedicated technology sets, primarily, but not exclusively focused in the arena of public cloud adoption:
.
This role is ideal for someone who has previously worked in a consulting capacity and worked in a client-facing technology solutions delivery role and strives to delivery service management experience to mid to large enterprise organisations who can also be hands-on as required.
Essentials:
. ITIL Expert
. Able to understand all technical aspects of complex technical estates
. Able to deliver Consulting workshops autonomously
. Knowledge of ServiceNow ITSM front-end application configuration
. Able to design and execute an outcome based methodology for both CCOE and Service Management Integration
. Able to drive Service Transition topics and support organization through their Change Management activities
. Knowledge of Cloud Technologies and CCoE Governance Structures
. Can conduct customer training, education and walkthroughs
. Can articulate best practice approaches and practices
. Contribute to the generation of new business for the Consultancy
Pre-Sales Engagement
. Contribute to the preparation of proposals, RFP/RFI responses, & Statements of Work (SoW). This includes the analysis and development of scope and duration
. Regularly collaborates with Sales pursuit teams, Programme & Project Managers, Solutions Architects, Partners, and extended cross-functional teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.
PERSON SPECIFICATION:
. ITIL Expert of equivalent qualifications or industry experience
. TOGAF certified is a strong plus
. Cloud Foundations certifications is a must
. Previous consulting experience within large scale enterprise organisations
. Inspires confidence in the consultancy approach and methods
. Can comprehend complex technical concepts
. Addresses customer conflicts or escalates to other team members as required
. Focus on customer wants and needs pertaining to change management
. Understands commercial/legal language in Statements of Work
. Able to capture customer requirements into an appropriate scope
. Align consulting outcomes with customer requirements
. Ability to adapt to a rapidly changing environment, handling shifting priorities and ambiguity
. Leadership skills
. ServiceNow knowledge is a plus
. Decision making ability under pressure
. Ability to dissect a challenging situation and work through to a mutually agreeable action plan and monitor against it
. Cloud Certifications
. Calmness under pressure
. ITIL / ITSM framework implementation
. Cloud Centre of Excellence implementation
. Corporate/Organisational Change Management
. Service Management Process Integration
. ServiceNow
. Cloud Operations
. Technology adoption / migration change programme involvement is advantageous
Job tags
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