Microsoft Consulting Services (MCS) helps customers achieve business value through accelerated adoption and productive use of Microsoft technologies. As an important part of the MCS organisation, the Modern Service Management Consulting practice utilises various service management frameworks and Agile practices to provide guidance for customers to improve alignment of technology to business value. This alignment drives increased customer satisfaction and confidence in utilising Microsoft platforms and services.
Modern Service Management Consultants (MSM) are skilled in driving improvements to business and IT Alignment for customers through their extensive experience in process improvements and requires awareness of market and industry trends. A key area of impact for the role is assisting customers to transform their IT service delivery and operations to become cloud ready. This is a fantastic opportunity to be part of a passionate, dynamic, and stimulating practice in an organisation that empowers you to make a difference for our customers.
Modern Service Management Consultants work with customers to help define and refine process, reduce risk by analysing the underlying reasons for IT service failures, and deliver expert guidance for service Improvements that drive tangible benefits and enhance the overall quality of service that a customer’s IT organization provides.
We achieve this by working with customers to further develop and enhance their IT Service Management strategy and capabilities, with a focus on enabling customers to understand and realize the opportunities of cloud while reducing any uncertainties that may impact on people and processes that migrations to the cloud can bring. We spend time understanding our clients’ unique business drivers, identify and plan to mitigate potential issues, and integrate our guidance into their IT support and delivery practices. The processes, strategies and approaches we implement become relevant, reusable, and robust as they are designed with our customers end goals in mind.Responsibilities
Success for a Modern Service Management Consultant is measured by: overall customer satisfaction, interaction with customers, written and verbal communications, and feedback from virtual teams with regards to the quality of sales and project delivery. As with any Consulting role, achievement of the expected utilisation target is key to success.
Key Success Criteria
A successful Modern Service Management Consultant is viewed as a trusted advisor by customers and partners. To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
The Modern Service Management Consultant role is primarily focused on the delivery of high quality ITSM advisory services that will result in exceptional customer satisfaction and increased cloud services consumption. We adapt standards, frameworks such as ITIL®, ISO20000, Agile practices and help customers adopt those parts that work for them in the way that they need to deliver on their own business expectations. For the MSM Consultant, increasing return on investment for customers by driving down service cost, improving availability and helping customers realize expected benefits of both internal and cloud-based services through modern service management guidance.Qualifications
The candidate requires a good understanding of operational support services, and experience in either a support or operations management field would be viewed favourably. For more senior levels, demonstrable hands-on Service Management experience across several disciplines will be expected, with exposure and experience of transitioning IT services to cloud service providers an advantage.
The candidate’s background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following: DevOps, Agile, IT Governance frameworks such as COBIT, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks such as PMP® or PRINCE2®. Knowledge of refining support and management practices for Microsoft Cloud platforms is highly desirable. All MSM roles are expected to maintain a working knowledge of Microsoft cloud products and services by undertaking various product / technical certifications to remain current, and therefore any Microsoft technical Certifications related to Azure, Microsoft 365 and Dynamics 365 is an advantage.
Personal Attributes/Professional Skills
Modern Service Management Consultants provide key input into customer strategic planning for IT services. Exceptional strategic planning skills are required to enable a consultant to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified.
The ability to communicate at all levels of an organisation from line management through to the CIO is critical to the success of this role. Modern service management concepts are frequently abstract, and the candidate needs to be sufficiently confident to articulate and discuss these both in verbal and formal written documents as a part of customer engagement scoping, project delivery planning and delivering against complex project outcomes. As communication is a key attribute of this role, the candidate will need highly effective and demonstrable consulting, written, verbal, and presentations skills.
Certification in ITIL® v3 Expert, ITIL® v4 Managing Professional or ITIL® v4 Strategic Leader is a prerequisite however relevant Industry experience will be considered.
Special Requirements/Additional Information:
Most Modern Service Management Consulting engagements will usually be on customer site, which means that travel and a certain number of stays away from home will be an expected part of the role. Every effort is made to place Consultants in engagements close to home, but this is not always feasible. Expected level of travel therefore may be as high as 25-50%.
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