Service Management Lead

Job Description

• 9-10  or more years of service management;
• ITIL v3 Certified (foundation as a minimum, manager or expert level desirable);
• Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;
• Awareness of a number of service management tools such as BMC’s IT Service Management (ITSM, Remedy);
• Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes;
• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;
• Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members;
• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;

Primary Skills

• They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. 
• A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. 
• They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis.
  
  

Secondary Skills

• Apart from these, other critical area is CMDB / Asset Management / SCAM
• The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. 
• They will be responsible for aspects of the overall delivery.